Look it up interface

The Design of “Look it up” A proposed re-design of the internal banking search program “Look it up” for Huntington National Bank to increase workflow and efficiency.

Intial “Look It Up� Design The overall design of Look it up, while made with good intensions is not very user friendly.

The format, as well as the navigation is much harder than what it was intended. Functions which may have been necessary are not utilized and the format, although intended to be helpful is more hindering to the user and more difficult to use.

The Search is the most frequented function, yet there are three separate ways to try to search instead of having it be the primary function.

The 3 options to search, were not intuitive and took extra steps to accomplish a simple task.

While highlighting all the keywords is useful, it makes finding the exact answer you are looking for very difficult to focus on

Initial submitted re-design

a

Logo’s

Content

Index

New Logos that give more context, less antiquated than previous Icon of book and dog-eared page. The old icons would continually shift when selected, causing a distraction.

a

SEARCH

Content

Index

a

Index CARDS ANIMATE TO SPREAD OUT WHEN CURSOR HOVERS

BOX EXPANDS WHEN MOUSE HOVERS

CURSOR BLINKS AND QUESTION IS TYPED NAME OF TOPIC

TOP 5 HITS

Debit Debit

Index

EACH BULLET POINT LIGHTS UP FROM TOP TO BOTTOM WHEN CURSOR HOVERS

Loan

EXACT ANSWERS

RELATED ANSWERS

NAME OF TOPIC

COLLAPSIBLE MENUS

Mortgage Car Insure Mortgage

Car Insurance

2nd submitted re-design After submitting the re-design which was based on the original Look It Up format, the proposed redesign was gently rebuffed. After looking over the feedback I decided to make the design very simple and basic, while still keeping the most important and needed parts.

The new design takes cues from the ubiquitous search sites such as Yahoo or Google. The search bar is the most prominent and clearly defined area. The search terms show up in the left hand column making it easy to search and receive answers in a timely manner.

The function of phone directory is integrated as a button or direct link. Look it up frequently works synonymous with Phone Directory and having to switch screens takes more time to find and open the correct information.

There are two areas to type in search in case there needs to be more or specific information added to the search term.

Index and Content could still remain although they are seldom used

The Answers should (if possible) be the most concise answer followed by the closest approximation

Phone Directory should be integrated with look it up or accessible from Look it up.

The information could just show up here instead of frequent updates

If the format was made more streamlined and had an emphasis on the more frequented programs it would easily reduce the AHT (Average Handle Time) and the ATT (Average Talk Time), both important criteria used in phone banking interactions.

The re-design would create a faster, more efficient workflow allowing more customers to interact with customer service and allowing for more positive interactions for both the Customer Service Associate as well as the customer.