Sustainability
2021 | Credit Suisse | Zürich, Switzerland
Team
I was the lead UX researcher and product manager, working alongside a technical PM, UX designers, developers, a content lead, and a UX writer.
Deliverables
Insight decks
Presentations
Sustainability Hub launch
Post-launch analysis report
Approach
This work began as a vague executive board member request to create a sustainability presence on Credit-Suisse.com. I reframed the request based on why the executive board member was focused on this and how UX research could ‘ladder up’ to the business priorities.
The question became:
What does 'sustainability’ mean at Credit Suisse to our clients and stakeholders, and how can we better show our work through our digital channels, leading to a 20% uptick in Sustainability report downloads?
Timeline
Process
Conducted 25 deep-dive stakeholder interviews with employee networks, D&I leadership, clients, and consultants, uncovering the need for a centralized platform to increase transparency around sustainability goals and how we’re measuring progress toward those goals.
Benchmarked our online sustainability presence against financial and non-financial institutions, identifying key gaps in transparency and communication.
Secured 400,000 CHF for the design and development of a Sustainability Hub based on research findings.
Introduced design sprints to rapidly iterate, prototype, and test concepts, collaborating closely with a designer.
Conducted user testing throughout the process to refine the platform before, during, and after development.
Reported on analytics data during the assessment phase to ensure the platform’s effectiveness and impact.
Impact
At least 40% increase in Sustainability Report downloads during the first four weeks.
Launched new research focused on developing a Diversity & Inclusion Hub, which resulted in asking leadership for and receiving 200,000 CHF for design and development.
A new insights-led sustainability hub centralizing all of our sustainability activities across the company. See screenshots below.
