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Mobile mockups of the Bank of Valletta website and banking app, including product pages, FAQs, and key UI components.
  • In early 2024, Bank of Valletta (BOV) embarked on a significant digital transformation by launching a newly designed website aimed at enhancing the customer experience. This initiative was part of BOV's broader strategy to modernize its digital presence and better serve its clientele. 


    Our role

    In collaboration with VMLY&R, our agency was entrusted with developing the content strategy and executing UX writing for BOV's website revamp. Our primary objective was to create a user-centric platform that effectively communicated BOV's services and values, ensuring clarity, accessibility, and engagement for all users.

  • 👉 Content governance

    • We conducted an in-depth content audit, spotting inconsistencies in tone of voice and feature naming, and pain points in the user journey. We created user stories and user needs, and conducted user research to understand the different personas and their language through content mining and empathy mapping.

    • We developed a comprehensive content strategy, including writing guidelines, a glossary of terms, and content patterns. We integrated it in the design system and shared with stakeholders to ensure consistency and clarity in all BOV's future content.

    • We established an efficient content workflow, centralising everything in Figma from the start to increase collaboration with other team members, reduce timings, streamline the feedback process, and maximise the satisfaction of the end client.

    • We applied an agile approach with iterative sprints, prioritising a content-first perspective to influence design elements such as taxonomy, hierarchy, and structure. 


    👉 Product content design

    • We crafted strategic content for over 500 product screens, meticulously curating concise, clear, and compelling language to navigate the users through the entire journey with clarity and ease.

    • We blended inspirational, educational, and engaging narratives to drive brand awareness, client acquisition, and guide users through the different product features and functionalities.

    • We implemented collaborative practices, such as pair writing sessions, content critiques, weekly jam sessions, and a streamlined proofreading process, to ensure consistent and high-quality content design throughout the project.

    • We created the microcopy for various touchpoints, including navigation labels, accounts, forms, transaction flows, alerts and notifications, support, legal documents, error messages, security messages, onboarding, user settings and preferences, geolocalisation and location services.

    • Increased customer engagement: BOV reported close to 8 million visits to their website in the year preceding the revamp, with expectations of increased traffic following the launch of the enhanced digital experience.

    • Enhanced customer feedback mechanisms: Over 24,000 customers provided feedback through BOV's Voice of the Customer programme, reflecting heightened user interaction and a commitment to continuous improvement based on customer insights. 

    • Positive financial performance: In the fiscal year following the website revamp, BOV achieved a record profit before tax of €302.4 million, representing a 20.2% growth compared to the previous year. While this financial success cannot be solely attributed to the website redesign, the enhanced digital presence contributed to improved customer satisfaction and operational efficiency. 


    In summary, our collaboration with VMLY&R on BOV's website revamp played a pivotal role in modernizing the bank's digital interface, leading to improved user engagement and supporting BOV's ongoing commitment to customer-centric innovation.

PROJECT

Bank of Valletta

YEAR

2022 - 2023

INDUSTRY

Finance

SERVICES

Content strategy, Content design, UX writing

" With a large scope and short deadline, we worked on 500+ screens in 10 sprints at about 50+ screens per sprint, and approximetly 63 products, 28 services, 6 tools, 16 CTAs. It was very fast paced but thanks to the efficient and collaborative workflow we implemented from the start, we were able to power through each sprint successfully. It was a total pleasure to work closely with the VMLYR team and deliver such a huge, nation-wide project! "


Clara Masip Baugh

Project Content Design Lead at Bob's

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