HCI at Banc Sabadell

ABSTRACT

The introduction of HCI to Banc Sabadell is described, providing a brief history. Attempts to improve application usability and to encourage a focus on HCI issues are detailed. Several applications are described, identifying the success of the incorporation of HCI at Banc Sabadell.

INTRODUCTION OF HCI TO BANC SABADELL

Banc Sabadell is a medium sized Spanish bank, with 400 branches and 4000 employees. The informatics division has 200 employees, who develop applications and provide user support. Programming is provided by external companies.

Before 1990, there was a reliance on character based interfaces. In 1989, an application with a graphical interface, BOSS which provides transactional operations, was initiated. In its pre-introduction phase a human factors evaluation was performed. The resulting savings highlighted HCI potential and identified a need for HCI expertise. In 1994, an HCI specialist was employed full-time. Since then, an HCI group, now consisting of 3 people, has evolved which provides support to Project Heads for usability issues, interface design and identification of user needs.

BANC SABADELL NEEDS AND REQUIREMENTS

Banc Sabadell has a dual language policy, and applications are produced in Catalan and Spanish. In-house development permits the development of customised applications and to facilitate this we have purchased an interface design tool.

Application homogeneity is encouraged to reduce costs of training, development and maintenance, demanding HCI group effort in determining how varying user needs can be supported with the same application.

HCI AND APPLICATION DEVELOPMENT

Knowledge transfer has been facilitated through producing interface design guidelines, an important issue as there is little HCI information in Catalan (the informatics division working language). Interface standards have been produced for applications which use software such as MicroSoft Access. A BOSS interface generator permits rapid development whilst ensuring consistency to in-house standards. To ensure high quality graphical design and a consistent corporate image for our InterNet web, a Page Editor has been developed which has a defined set of graphical elements and interaction standards.

Recent activities include the use of iterative design and rapid prototyping. This enables project costing to remain acceptable, whilst permitting savings due to usability problem discovery early in the lifecycle. Prototyping has facilitated communication with users, improving input of constructive criticism and reducing misunderstandings.

Channels for user ideas and improvements are provided through an "Initiative Competition." Suggestions vary from simple improvements to task structures up to ideas for full scale projects. Each suggestion is evaluated for improvement in productivity, quality (for clients and users) and cost-benefits. Users are asked to rank applications monthly, helping to identify unsuccessful applications which may need usability testing and modification.

The HCI group is extending the project lifecycle to include issues such as usability goal setting, user testing mechanisms and usability problem identification. The emphasis is on incorporating these as a standardised part of the lifecycle. In-house usability literature is being developed in Catalan to help Project Heads understand principle themes, concerns and activities.

BANC SABADELL APPLICATIONS

In the past two years a considerable investment has been made for hardware and software. Users now have high quality software products (word processors, spreadsheets, and electronic mail). With the realisation of the importance of user needs and product usability, rival products are now evaluated on these factors. The importance of user training and support has been acknowledged and has facilitated introduction, acceptance and use of these products.

A number of key systems have emerged. BOSS [2] supports almost a 1000 banking operations, providing the working environment for bank clerks. It has emerged through a significant evolutionary process, with a human factors heuristic evaluation providing a large number of modifications to enhance usability. User testing is used to ensure the acceptability of new operations.

SENECA [1] provides a product catalogue and permits simulations. It is used by branch staff with clients to match client needs to the appropriate product. It has an innovative design, with an intuitive graphical interface. This application has evolved through extensive usability testing. It has been ranked by users as our most successful informatics product.

MIDAS provides support for Commercial staff and is the first application which has had significant HCI involvement throughout its lifecycle. This included a prototype as part of the feasibility study to help illustrate application potential to end and strategic level users. It enables users to consult information about clients and potential clients; select criteria to identify potential product buyers; maintain information about clients; and permits effective time planning through the use of an innovative appointments book.

A highly iterative design approach is being applied to SHIVA, an Executive Information System. Usability issues are crucial, as users are infrequent and have limited information technology skills; information is vast and complex; easily usable and understandable navigation is essential; and optimal task structures are imperative. Its design aims for maximum usability, utility and efficiency.

The Servidor Documental, an electronic library of manuals, represents an important change in information access and reduction in paper use. Hypertext links have been incorporated to enable an increase in speed and facility of use. Due to the regular maintenance of manuals, it has permitted an annual saving of 20 million pesetas simply in paper costs. It is now in its pre-introduction phase, following a final usability testing programme.

InfoBanc (home banking product) is being updated from a character-based interface using circular menus to a highly graphical interface with interaction based on direct manipulation.The main focus of attention for the new version has been on interface and usability aspects, which are seen as key selling points for home users.

Banc Sabadell has produced a web as part of the Spanish InfoVia project (Telefonica). Although this was developed by the Marketing Division, the decision was made to involve the HCI group to ensure that the pages provided and the manner of interaction was of a high standard.

SUMMARY

Banc Sabadell has increased the attention paid to HCI. This trend looks set to continue due to improvements in quality and productivity, and reductions in costs, thus revealing the importance of HCI to the organization.

REFERENCES

1. Hall, L.E. and Bescos, X. Menu, what menu? In Interacting With Computers, (Sept. 1995)

2. Rojas, F. Banco Sabadell: Soluciones per una banca abierta, IBM Ideas, 12, (Feb, 1994)

Lynne E. Hall, Area de Suport, DOSI, Banc Sabadell, Placa Catalunya, 1, 08201 Sabadell (B), Spain

Tel. +34-3-7289685, Fax +34-3-726 2781