BMO Needs Navigator

My Role

Product design

Tools

Sketch

Context

The Needs Navigator, a tool used in BMO branches, helps Personal Bankers address clients' banking needs through a questionnaire and centralized client information. BMO tasked GALE with visually refreshing the tool and enhancing its capabilities to boost usage across branches and present their products more clearly to clients, aiming to increase their average financial product-per-client ratio.

Process

GALE devised the long-term strategy and new visual design for the tool, collaborating with the development team in two-week sprints to continually add features and functionality.

Outcome

Post its 2019 pilot, the Needs Navigator is now available in all bank branches nationwide. It has reduced client attrition and increased product-per-client rate by 23% within a year of use. The next step is to introduce a mobile version of the questionnaire for pre-appointment completion