research & analysis
user journey & business capabilities
banking search experience
Truist Financial is an American financial institution with a $57B market cap and over 1,800 branches across the nation. After Truist acquired BB&T and SunTrust Banks, we were engaged to design a world class search experience to lead the organization into the future.
the challenge
Truist needed to develop a user-first search experience that would transform the user experience by increasing efficiency and accuracy. Truist’s users included a variety of stakeholders including media, investors, employees and customers.
The search experience program was an insight into the future of how we launch a search, propelling the importance of tools like Alexa and AI assistants when we need to find something.
results
The redesigned search experience combined relevant mediums, tools, governance and capabilities to unify the search experience and improve its efficiency. The innovative experience program positions Truist as a leader in the space with voice, AI & complementing search capabilities.