This was a complete redesign of a white label site. Taking the foundation of Online Banking, while re-architecting and rebranding it, to be a full servicing site for white label credit cards.
We didn’t perform much new usability testing on specific areas of functionality. We did test and confirm that the architecture worked. But, it was a large project that required a lot of analysis of the business requirements, and review with the legal, risk, and compliance teams. Overall, we generated about 450+ pages in wireframes, with editorial rewrites to remove any distinctly bank editorial style.
We had a shortened window for design. So, to be successful, we schedule full partner reviews twice a week, to review and approve any any work that was completed.
A note to those redesigning service applications, changing well established terminology in your applications, can create quite a bit of confusion. Plan for it very carefully.