Business Intelligence Portal Intranet
The Cognitive Group helps the Royal Bank of Canada connect 1,500 staff to a multi-million dollar business intelligence portal.
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| Before: The Royal Bank of Canada (RBC) implemented a $3 million business intelligence “-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?”
The before designed interface shows an approach that does not meet user needs. That was based on technological approach where we have data and we bring them to users. |
After: 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 support the goals and tasks of the workers effectively making the application to do what they needed it to do. We developed new query algorithms to run behind the interface layer so that with one or two clicks, users could quickly get to the information they needed. RBC now has near complete adoption of the portal by workers who now say, “This is exactly what I need.” | |
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