Skip to content
Get started

How the Operations Team at a Top North American Bank Reduced User Errors by 72%

show a woman at a computer happy with the information she is using-2

Industry

Financial Services

Dream Outcome

The bank envisioned a future where employees and customers could quickly access accurate operational information, empowering faster decisions and better customer service.

Results

By standardizing writing and content management, the bank cut errors by 72%, improved response time by 47%, and boosted user confidence by 21%, enhancing efficiency and reducing frustration.

Key Solutions

Content Strategy, Content Transformation, CCMS Optimization, Precision Content Writer Training, Train-the-trainer

47%
Faster Time-to-Answer
72%
Drop in Error rates
21%
Increase in User Confidence

"Today, we have way too much information in everything. This new way looks amazing!”

Clearer, Cleaner Presentation

Usability Lab Participant

“As a new employee, the second version is far more beneficial. Instead of presenting 10 pages of text, it shows me exactly what I need and where to find it.”

Better for New Employees

Usability Lab Participant

“It’s not even comparable. The second one is much faster. I can’t believe it’s the same material.”

Ease of Use

Usability Lab Participant

people gathered around a computer

About the Client

As one of the oldest and most respected financial institutions in the world, this client is known for its stability, innovation, and trust. Its Operational Policies and Procedures department ensures internal teams and stakeholders can access clear, compliant information.

The Challenge

The bank struggled with lengthy search times, high error rates, and low confidence in their legacy policy and procedure documentation. Employees found it hard to locate accurate information quickly, leading to delays, mistakes, and frustration. These issues negatively impacted productivity, operational efficiency, and customer satisfaction, highlighting the need for a major transformation.

The Solution

Precision Content partnered with the bank to completely overhaul their policy and procedure documentation. By aligning with the bank’s vision of clarity, accuracy, and user-friendliness, Precision Content implemented cutting-edge content strategies to achieve their dream outcomes.

Key components of the solution included:

  • Structured Authoring with DITA: Adopting DITA structured authoring ensured content was consistent, modular, and reusable across all policies and procedures.
  • Streamlined Delivery with Adobe AEM Guides: Leveraging AEM Guides allowed for efficient content updates and dynamic, multi-channel delivery, ensuring users always accessed the most up-to-date information.
  • User-Centered Testing: Precision Content’s Usability Lab compared legacy documentation against the newly transformed content to measure improvements in efficiency, accuracy, and user confidence.
  • Train-the-Trainer Program: Precision Content delivered comprehensive training on its Writing Methodology, empowering the bank’s trainers to scale content best practices across teams, ensuring long-term sustainability and scalability.

The Results

The transformation delivered measurable business outcomes that aligned with the bank’s aspirations as measured during a usability lab:

  • Time to Answer: A 47% reduction in the time it took users to find the correct information, significantly boosting productivity.
  • Error Rates: A 72% improvement in accuracy, as error rates dropped from 47% to 13%, reducing user frustration and operational risks.
  • User Confidence: A 21% increase in confidence levels, fostering trust in the documentation and improving user satisfaction.

Achieving the Results

By adopting structured authoring and implementing Adobe's component content management systems, AEM Guides, the bank realized its vision of scalable, efficient, and user-friendly documentation.

Ready to get started on your transformation?

Contact us today!