Establishing a platform-agnostic analytics framework and conducting a comprehensive UX audit to bridge the gap between technical execution and business strategy.
The client’s Transaction and Business Banking division lacked granular visibility into user behaviour, making it difficult to measure task completion or identify drop-off points. Navigational complexities and a lack of search functionality within dashboards led to processing delays, while the absence of a unified tagging strategy hindered the ability to derive actionable insights from digital interactions across legacy and modern infrastructures.
COOi Studios conducted an end-to-end audit of critical user journeys against international usability (ISO 9241) and accessibility (WCAG 2.1) standards. This was paired with a technical analytics implementation playbook, which defined high-value event tags and data layer requirements. We developed a measurement plan that mapped business KPIs to specific user actions, ensuring a consistent taxonomy for event tracking across all digital channels.
The project delivered a comprehensive roadmap for platform optimization, including recommendations for personalized dashboards and advanced filtering.
By establishing a robust tagging governance document and a real-time analytics dashboard, the client gained the ability to monitor funnel progression and identify friction points.
This framework laid the foundation for predictive analytics and long-term innovation across the bank's digital trade and business channels.
