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Business Intelligence Portal Intranet
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The Cognitive Group helps the Royal
Bank of Canada connect 1,500 staff to a multi-million
dollar business intelligence portal.
After
the Cognitive Group came in, the majority
of our feedback was full of compliments, said
Steve Crawford, in charge of the RBC e-metrics
portal project. (Cognitive) has
a storing understanding of the financial services
industry (and) a knack of putting thoughts
and ideas into actual practical implementation
and execution. I found them an excellent resource
and would use them again. |
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Before - 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?"
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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 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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The before show an approach that does not meet user
needs. That was based on technological approach where
we have data and we bring them to users. |
The After show a complete redesign where users can
compare a set of metrics per region, channels, products,
client segments and transaction types within different
period and format. |
For more details, see full article
(PDF)
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