Visitors
Anyone can arrive from outside. They need to understand the bank, read the FAQ and news, and ask to become a customer.
Banco do Nordeste Portal
A ServiceNow CSM portal for Banco do Nordeste, the federal development bank for Brazil’s Northeast, where people can become customers, find answers and news, and log in to follow their own requests.
The challenge
Three kinds of visitor, one portal.
The portal had to serve people who are not customers yet, people waiting for approval and approved customers, each seeing only what fits their stage.
Waiting for approval
Registered users not yet approved need to know what is missing, and still find useful content meanwhile.
Approved customers
Customers want to open requests, follow them, read help articles and rate the service they got.
The process
One flow for each stage.
Split the flows
The prototype was split into three flows: external, logged in but not a customer, and approved.
Design the public side
Home with products, app and card highlights, plus login and sign-up modals.
Design the waiting state
A logged-in home that explains the pending approval and offers news and content in the meantime.
Design the customer area
Requests, service catalog, knowledge center, articles, profile and a step-by-step service rating.
The solution
The right home for every stage.
Each visitor lands on a home built for where they are. Approved customers get search, news, recommended articles and their own requests in one place.
01 / 06Public home
The outcome
A portal that knows who’s visiting.
Clear next step
Visitors see how to become customers, and pending users see that approval is the only step left.
Self-service help
The knowledge center groups articles by most viewed, featured and best rated, with search on top.
Feedback built in
Customers can rate a service in a short step-by-step flow after their request is handled.