BUSINESS BANKER standard

PROBLEM Commercial lending is complex, involving multiple systems and actors. Risk managers and account managers aren’t on the same page: one has the goal of increasing revenue and the other has the goal of preventing losses. The decision-making process and the time to pay are littered with pitfalls that lead to costly delays. APPROACH BusinessBANKER is an all-in-one platform that helps institutions process their business loans from initiation to closing. Everyone is on the same page and clearly sees what needs to be accomplished. BusinessBANKER makes users more productive because it reflects the way bankers think.  This advantage was accomplished using a unique cognitive engineering approach. RESULTS Increases productivity and customer service by 75% Decreases costs by 30% 2.5 x ...

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DIRECT BROKERAGE (NBC) standard

PROBLEM There was great pressure to improve the user experience as the competition in Canada and elsewhere was fierce. Ratings by analysts were unfavourable. Even though many design firms claim to have expertise, most emphasize visual rather than functional design. In brokerage, the main factor is to ensure that the content and organization of information is compatible with the task. This challenge is heightened because there are many investor profiles with potentially different needs. For example day traders, buy and hold, those looking for dividend securities, others who trade options, etc  APPROACH The president of direct brokerage who had already done business with us at Desjardins called on our services. We first did cognitive task analysis with the main users. ...

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Mortgage Adjudication (RBC) standard

PROBLEM In the context of a new system implementation, Cognitive Group was asked to review the cognitive task of mortgage adjudicators and identify potential optimizations.  APPROACH We performed cognitive task analysis of 30 RBC mortgage adjudicators. We analyzed the mental operations, knowledge and reasonability test used by experts.  The adjudication time average was 20 minutes:  18 minutes for verification including cross checks and two minutes for decisions.  Ten percent of adjudicators were doing preliminary adjudications first while 90% were doing verification first. Using cognitive task analysis, we were able to demonstrate that the task redesign should include a preliminary adjudication and would save 10% of their time and reduce mental workload. We also specified the new system UI  to support ...

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Online Insurance (TD) standard

PROBLEM TD Insurance, a leading online insurance provider, has exceptional traffic on its website. However the company was not happy with its closing ratio. Only 25% of visitors who began the online quotation process followed it through to the end.  APPROACH Using large quantities of user interaction data, we identified where users dropped out. We then did user research to understand why users were dropping out and proposed redesign of the UI to prevent abandonment.  We predicted a 20% increase in sales. RESULTS The completion rate increased by 20% after six months. This increase translated into a recurring multi-million dollars in increased sales. The payback period on the initial investment was less than six months. EXPERTISE USED  DATA SCIENCE  USER ...

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Business Banker (BNDE) standard

PROBLEM National Bank of Economic Development of Senegal (BNDE) needed a complete end-to-end review to allow them to develop an internal risk rating and loan origination solution.  APPROACH It was recommended that BNDE adopt Cognitive Group’s Business Banker application.  Business Banker was originally designed for RBC. The challenge was to find how to adapt it to the West African context. Business Banker is designed the way bankers think. It is user-friendly and incorporates functions that are normally distributed over several applications. This synergy makes it possible to integrate information between credit applications, risk rating and securities. For example, the debt service is calculated automatically from the entries on the credit facilities and automatically generates the debt service coverage ratio, etc. ...

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iFollow standard

PROBLEM The biggest challenge organizations face is keeping real time track of the details and the status of the day-to-day operational tasks assigned to those they manage. Managers waste massive amounts of time and productivity figuring out the status of events and projects they supervise via email dialogues, telephone inquires, and status meetings. Most organizations have some type of centralized software system meant to assist with recording, scheduling, sharing, and monitoring their business operations. These are normally either off-the-shelf products built for their specific industry, or customized systems. However, in lieu of these software systems, the vast majority end-up using spreadsheets, emails, calendars such as Outlook and paper and pen to keep real time track of the status of their ...

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Royal Bank Intelligence Portal standard

SITUATION  The Royal Bank of Canada (RBC) implemented a $3 million business intelligence “e-metrics” portal to give 1,500 executives and managers a way to keep track of the banks rapidly growing online banking and e-commerce offerings. Instead of clarity and visibility, reaction from users went from “This doesn’t seem intuitive to me,” to “I can’t seem to get through it, I don’t know the answers – can’t you just tell me what the answer is?” SOLUTION RBC asked Cognitive to review the implementation and determine if the original objectives could be met. We conducted a comprehensive cognitive ergonomics and task analysis process with representative groups of managers and executives. Based on this research, We  redesigned the e-metrics portal interface to ...

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Amazon E-Commerce User Experience standard

In 2003, we conducted an extensive user experience evaluation of major e-commerce sites for our workshop on e-commerce. For Amazon, we found that 50% of users take more than 15 second to find the “Add to Shopping Cart” button. In 2003, our study was share  and ultimately landed on the desk of Jeff Bezos, founder and CEO of Amazon. About six months later we received a phone call from Larry Tesler, the Vice President of User Experience at Amazon (famous  in software the engineering world for his  work at Xerox Parc and what he accomplished for Steve Jobs). Larry Tesler said “Jeff told me to call you”, and asked us to do complete user experience evaluation of the Amazon website. ...

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Senegal Development Implementation – Network standard

SITUATION In Senegal and many other countries, it is difficult for small businesses to obtain financing because they have no reliable financial information. This impacts the overall economy of the country because only established companies, most of them multinational, have the capacity to execute projects. SOLUTION Cognitive provides a Business Banker portal where a three parties: the “Bank”, “Large Enterprise” (LE) and “Small  and Medium Enterprise” (SME) share and collaborate on projects. The banks adjudicate the SME and LE relationships where sales over the coming year and limits are established. On an ongoing basis, banks fund invoices and purchase order and collect payments. RESULT The Business Banker Portal is becoming the major source of financing for small business and an ...

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Air Canada standard

As regular users of the Air Canada web site, we were frustrated with the user experience. Having made a number of costly mistakes, I finally decided to contact a friend who works at Air Canada, in the hope of get in touch with the people responsible for their web site. Soon we were introduced to the vice president in charge of the web site. She was very receptive. However, the Internet team was closed to the idea having us looking at the user experience. They insisted that survey results were very positive and according to them, the user experience was great. To prove our point, we decided to run an evaluation of user experience at our own cost. We simply ...

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