vSafe Product Design

Wells Fargo Bank, one of America’s largest banks, planned a new product that provided a single, secure online place for customers to store their most important documents. Wells Fargo’s Product Management and Customer Experience team turned to Native Instinct to lead the process for creating the design and user experience.

The new product had to build loyalty with existing online customers and become a profit center for the company. Native Instinct worked with Wells Fargo's product management team to define the product and business model. We took a research-oriented approach, and iteratively developed five different prototypes of the service, performing user testing on each version. After receiving feedback from target users, we revised, improved, and tested again. We used this rapid prototyping method to quickly get into the users’ heads, not just to get their feedback on the user interface, but also to understand their reactions to core concepts of the service.

We designed the service and wrote the specification so that Wells Fargo's development team could integrate it into the online banking experience. Working hand-in-hand with Wells Fargo engineering, we were able to push the limits of relatively new AJAX technology to provide users with a clean, fluid user experience. Wells Fargo vSafe™ launched in late summer 2008.

In 2009, we launched an interactive video presentation to promote the service. (see Wells Fargo vSafe demo).

Go ahead and take a test drive of vSafe