Bank Help Center

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UI/UX design , Website
June 19, 2025

Outcome

Launch the new Citibanamex Help Center platform.

What

New Self-Service section within the portal.

How

Analyzing all content related to questions, complaints, and comments received from Citibanamex customers. Standardizing the new platform based on what was previously done for the portal and implementing best practices from other specialized sites on the subject; since currently, no national bank offers a similar service.

Why

It is important for the business that customers can resolve their questions on their own, as this reduces costs allocated to a customer service center. In addition, it improves the user experience by allowing them to resolve their doubts quickly.

The problem

The users had a lot of detractors from the Service the Bank provide them:

– PLATFORM:

I can’t log in / It’s hard for me to access
The page doesn’t load / It freezes
No online transactions available
No connection / Not available
I can’t see my accounts
I can’t see the transactions on my Credit Card
I can’t download my account statement
They don’t solve my problems

– COMMUNICATION:

They don’t explain how to do it
I don’t understand it
They don’t notify about changes or maintenance schedules
Their help information is not updated
Their information doesn’t solve my problems

Benchmark

We observe and study the direct and indirect competition of Citibanamex. In Mexico, there was not something like a Self Center service on the banking corporations. The closest to that were the FAQ pages.