Simplifying communications for Bank of America
Statement insert explaining changes
I began working with Bank of America by revising the credit card welcome kit to help customers manage their cards better. Over five years, Siegel+Gale’s work with the bank expanded into helping the bank communicate complex issues and create consistency across multiple lines of business and customer journeys.
My role:
Everything from soup to nuts. To be specific, I was involved in:
Online version of the statement insert explaining ways to prevent overdrafts
- Identifying user needs and business objectives
- Interviewing stakeholders and users
- Evaluating competitors’ materials
- Rewriting and restructuring the credit card agreement
- Devising strategies for explaining complex banking practices and then translating them across web, print and ATM screens
- Crafting the framework for—and the content of—several dozen notices
- Quantitative testing of more than two dozen documents
- Developing guidelines and then training bank communicators
Customer notices—change in terms, request for information
The result:
There were many results. Our work enabled the bank to organize information from the customer’s perspective and deliver consistent information across channels (online, print, ATM, mobile, associates). In addition, the bank implemented our multi-purpose notice structure, which created clear, easy-to-read, actionable communications for customers; in testing, the format was preferred by customers, was shown to support decision-making and had significantly higher comprehension.