Bank Help Center

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UI/UX design , Website
June 19, 2025

The stakeholder requirement was the creation of a landing page, with a list of questions and answers only (FAQs section) within the Citibanamex portal.

Why?

The users had a lot of detractors from the Bank Client Support Services:

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 solve my issues
- 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.

How can we solve it?

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.

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.

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.

Research and goals

Start by researching the needs of the bank’s customers and defining the goals of the help center. Conduct user interviews, surveys, and market research to gather insights about common customer pain points and challenges. Then, define the goals of the help center, such as reducing customer support tickets, improving customer satisfaction, and increasing engagement with the bank’s app.

New objective: Create a section in the website, where users NOT ONLY search an answer for their questions, but find easy and in a friendly way, all related issues about products and services. without having to use the automated phone system or contact the customer service center.
Main Goal for business: Reduce costs in the customer service center.

Secondary Goal: Resolve quickly the ussers questions without the need to contact a customer service center.