Mariana da Matta
Back to projects

From regulatory website to customer hub

Banco StellantisShipped

Turning a bank website built for compliance into one built for customers.

The home page of the live site
Role
Senior UX Designer, via Merkle
Tools
Figma · Mentimeter

Overview

A site that has to sell and comply

Banco Stellantis wanted a more commercial website, a better customer experience and lead capture. The site had been mostly institutional and regulatory.

The constraints were many: a logged-in area, every piece of content validated by the legal team, staying close to the bank’s global site and, above all, answering every regulatory requirement.

Research

Starting inside the bank

Every project I had done before started with market research. This one had to start inside the bank. I facilitated 7 workshops with the bank’s areas, with more than 20 people in each, using Mentimeter and the same four questions.

I also reviewed every page of the current site and its sitemap, and benchmarked digital banks and carmaker banks in Brazil and abroad, comparing every homepage and page highlight to find the patterns.

A website has to answer the business and the people who arrive looking for something.

Design

A new structure for the whole site

From the findings we made recommendations and then wireframed the entire site, with every page and its possible states, in desktop and mobile.

  • A new sitemap.
  • More than 25 pages redesigned.
  • Content suggestions based on the benchmark and on user needs.
  • Products explained in the customer’s words, instead of technical banking terms.
Illustrative process diagram

Outcome

Live, after many rounds

It was a long project with many rounds with the client, especially on content, which also had to pass legal review. The new site is live: below are three of its pages, from top to bottom. Visit bancostellantis.com.br ↗.

More than 25 pages redesigned

Desktop and mobile, now live.

Full home page of Banco Stellantis: a hero for business financial solutions, two highlight cards, products by profile (dealership, supplier, fleet and rental, investor), featured products, news, the Stellantis brands and the footer.
HomeSolutions for each business profile, the main products, news and the Stellantis brands, in one page.
Products page of Banco Stellantis with tabs for each profile (dealership, supplier, fleet and rental, investor, individual), a product carousel, three value points and the Stellantis financial services companies.
Products by profileTabs for each type of customer, with the products for that profile in a carousel.
Credit cards page of Banco Stellantis: the cards filtered by brand, card benefits, the dollar exchange rate of the last days and the customer service channels.
Credit cardsCards filtered by brand, benefits, the dollar rate of the last days and the service channels for card holders.

Reflection

Make the missing user visible.

There was no recent research on who the bank’s customers were or what each profile needed. With so many business requirements on the table, part of my job was to keep that gap visible and design with the user in mind anyway.