Banner Bank: Using the right tools to deliver a great user experience
With more than $11 billion in assets and over 200 locations throughout Washington, Oregon, California and Idaho, Banner Bank understands their role in the economic ecosystem and they take that responsibility seriously. In addition to being a source of capital to personal banking clients and businesses of all sizes, Banner places a high importance on contributing to the communities they serve. Banner strives to retain a community bank feel, and provides personalized, tailored solutions to all their customers.
Challenge
Creating and seamless and secure site experience for both user and company.
Founded in 1890, Banner Bank has experienced steady growth throughout its history due to a combination of organic expansion and strategic acquisitions. The bank effectively doubled its size overnight with the 2015 purchase of American West Bank, adding 98 branches and expanding the bank’s footprint from its roots in Washington, Oregon, and Idaho to Utah and California. The acquisition pushed Banner Bank’s assets to over $10 billion, which resulted in some adverse revenue and expense effects.
These challenges inspired a renewed drive to overhaul the bank’s website.
Results
Operational efficiency? Yes please.
RBA and Banner collaborated to overhaul the BannerBank.com site. RBA has been able to implement changes that have improved areas such as site stability, improved site analytics, and easier integration of acquired web content.
How we did it
Key components
Business Objectives and Measurement Strategy
RBA facilitated executive-level workshops to identify and document key business objectives that the solution would help address. Additionally, formal key performance indicators (KPIs) were identified to measure success.
Organizational Change Management (OCM)
RBA helped define the strategy on how to communicate and train the organization to take full advantage of the new capabilities. Often overlooked in projects of this type, this has been one of the components to ensure success for their users.
User Experience and Digital Design
UX Design leads to experiences that are memorable, loyalty-building, and balance business, brand, and technology perspectives. Our User Experience team worked with Banner Bank to create a meaningful customer experience through usability, accessibility, and delightful interactions.
Strategy and Analytics
Data is good. Information is better. Insight is best. RBA helps Banner Bank make sense of the variety of data sources in their organization and provide meaningful reporting, analytics and intelligence.
Cloud Infrastructure & PaaS
Using a modern Platform as a Service (PaaS) approach using the scalability and flexibility of Microsoft Azure, RBA was able to take advantage of the benefits of the cloud, minimizing the need for additional IT management. This allows the Banner Bank teams to focus on driving growth through digital.
ADA Compliance & WCAG Standards
The Americans with Disabilities Act (often referred to as ADA) is a civil rights law that prohibits discrimination based on disability. In addition to being the right thing to do, following WCAG (Web Content Accessibility Guidelines) is considered good web design. Partnering with the Siteimprove platform, RBA delivers quarterly audits for Banner Bank, focusing on meeting the needs of users with disabilities.
Managed Services
We provide 24/7 monitoring and support for all Banner Bank web properties: Disaster recovery, high-availability, and application maintenance services.
Sitecore Architecture and Development
To power their non-authenticated website, Banner Bank upgraded to Sitecore 9. Banner’s infrastructure is hosted within Azure PaaS. The Banner marketing team manages their own content using Sitecore Experience Editor and Content Editor.
“ADA compliance is definitely a big factor in the planning of our new site. We also want to provide a more personalized user experience. RBA has been great in helping us gain a better understanding of our site analytics. They are helping us provide one clear picture where we’re comparing apples to apples, which isn’t always the case today.”
Tammi Olund
Vice President and Manager of Integrated Marketing