Leading a legacy bank into the modern era


CIMB Bank is a financial institution headquartered in Kuala Lumpur, Malaysia. It is one of the largest banks in Southeast Asia and has a strong presence in several countries in the region.

The Situation

As a premier ASEAN bank with locations in 18 countries, it needed to modernize its staid online trading portal.

How We Helped

Favorite Medium provided a thorough report to the bank on how to improve its site after a two-pronged review process. First, we conducted a heuristics review of the current website design to determine shortfalls that plagued the site. Then, we sought input from customers. Over 2 days at one of the bank’s branch locations, we interviewed users and ran usability studies. We gave participants specific tasks to see if they could accomplish them and studied how they interacted with the current site. Gathering all these insights, we synthesized them into a report full of actionable items as well as industry best practices. While we made recommendations on the big picture (like overall messaging), no detail (like button placement) was too small. With our report, the bank has a solid start to enhancing its future online trading experience.

  • Led a series of stakeholder interviews and workshops
  • Heuristics review and audit by an experienced consultant
  • Conducted a series of lab-based usability testing with users
  • Provided quick actionable recommendations that led to positive business impact
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Services / Technologies

User Research

User Research


Financial Services and Insurance

Financial Services and Insurance



More Work

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