First Hawaiian Bank

A Bank that knows you

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CI&T Helps First Hawaiian Bank to Personalize their Customer Experience

Can a bank give you solutions before you even know the question?

How do we digitize a banking relationship that began with your grandparents?

Is it possible to just show your customers what they want?

Honolulu-based First Hawaiian Bank had an opportunity to redesign their website solving these questions by unlocking a more dynamic, personalized content experience.

Given that

87% of banking customers who increased their use of digital channels during the pandemic intended to keep the habit,

there was a clear business imperative for ongoing investments in the digital experience.

First Hawaiian Bank took a solid first step by adopting advanced Acquia Cloud and Site Studio (low-code) and Agile One (personalization) technologies, then turned to the financial services experts at CI&T to help maximize their new investment.

Delivering a customer-centric service while focusing on growth.

CI&T had to establish a trust and overcome many obstacles. Prior painful 12 to 24-month transformation processes make organizations hesitant to launch a major, costly, time-consuming update - even if their current system no longer provides an optimal customer experience.

Because of its location, First Hawaiian Bank had to meet the needs of both locals and international business visitors. Furthermore, First Hawaiians in-house team was no staffed to handle the technical requirements of the new web platform.

Learn more about the results

Reimagining and reshaping the digital customer experience

Uniting shareholders and strengthening customer loyalty through better, more personal service.

CI&T brought deep knowledge of customer needs based on the understanding of retail, small business, commercial, and wealth management user journeys within banking.

To ensure a meaningful experience, CI&T started by unifying 70+ internal stakeholders.

On the customer side of the project, CI&T helped identify personas and devised a strategy to improve connections with each persona through context-appropriate content.

To determine where personalization was needed and where efficiencies of scale could be achieved, the team asked one more question: if we personalize this element, does it make a better or more efficient sales and services engine?

With the right site structure in place, the next step was to apply the element of technology to build and curate these new experiences.

Content strategy

Content Experience

CI&T developed a comprehensive content strategy, creating a voice balanced between fresh and approachable. This voice was woven throughout the entire website, positioning First Hawaiian Bank as helpful, welcoming, and trustworthy.

Personalization

Customer Needs

The new website captures user data with customization to increase conversion. The results were a better understanding of user intent through tailored content and A/B testing capabilities.

UX/UI

Usability

CI&T not only updated First Hawaiian Bank’s digital branding, but revamped the site’s information architecture to put the customer needs at the center of the experience.

The site’s overall customer experience became more robust by improving accessibility, implementing visual hierarchy, adding new features, and improving existing ones.

Design System

Drupal CMS

A new Drupal CMS improved the admin work process with flexible page layouts based on modular components and a new responsive design system.

Results

Making their Tomorrow with great services and great experiences for our clients and our clients customers.

CI&T’s process, combined with Acquia CDP technology, meant that an MVP was completed in just three months, and