Overview
Ran a structured discovery workshop, covering card sorting, site mapping and customer-journey analysis, for a global investment bank's website, producing a workshop report to guide the site's future information architecture.
Who This Is For
Investment banks, asset managers, insurance groups, or financial services firms with 1,000-20,000+ employees managing large volumes of regulated content - policies, procedures, contracts, client communications, and compliance documentation. Typically operating fragmented content management systems with inconsistent governance, creating compliance risk and operational inefficiency.
The Challenge
The bank's site needed to work for very different audiences, institutional clients, corporate finance clients, retail wealth-management clients, and internal stakeholders, each with different journeys through the same content. Before any redesign work could start, the bank needed a clear, evidence-based picture of how visitors actually grouped and navigated its content, not an internal guess at the right structure.
Our Approach
The team now behind ECM.DEV ran a discovery and information-architecture workshop for the bank, combining card-sorting exercises with a review of existing site maps and channel data, and mapping customer-journey tracks across the bank's different audience groups. Findings and recommendations were written up in a versioned post-workshop report, giving the bank a documented, evidence-based foundation for its site's future structure.
Impact
Evidence over assumption - a structured card-sorting exercise showed how real users grouped content, rather than relying on how the bank's own departments were organised. Multiple audiences, one coherent structure - customer-journey tracks mapped separately for each distinct audience so the resulting architecture served all of them, not just the loudest internal stakeholder. A documented handover - a versioned workshop report gave the bank a durable reference for decisions made, not just workshop-day sticky notes.
This work was delivered while employed at Making Waves (later NoA Ignite). Any public information referenced here is used for identification and does not imply endorsement.
Topics
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