One of the keys to delivering "practical financial wisdom that helps clients make confident financial decisions" is to "make the complex simple."

As one of Canada’s premier financial institutions with 2.3 million online customers, the challenge for RBC Royal Bank was to deliver complex financial information in clear and direct language that was also suitable for an online audience.

The need to take action began to take precedence as their call centre faced an increasing amount of customer email inquiries in the environment of a looming RRSP season.

With a substantial number of customers online they recognized the need to address customer satisfaction.

Following a successful Web Writers’ Workshop, RBC Royal Bank enlisted Adeo’s writing services to provide them with a clear, online friendly, brand compliant voice.

• Adeo began by rewriting email responses to customers in a friendly tone, converting dense financial and procedural information to a simplified form that would be understood by all audiences.

Once this was completed, an opportunity arose to employ Adeo’s usability services.

• Adeo rearchitected sections of the Personal and Business Banking portions of the RBC Royal Bank web site providing an intuitive navigational flow to enhance the customer’s online experience.
• Work focused on improvements in areas such as Calculators, Retirement & Financing Options.

Foreseeing the need to track changes to existing standards and styles throughout the project and provide a cohesive content structure, Adeo created an in-house style guide.

This in-house style guide later became adopted by RBC Royal Bank and incorporated into their documentation.

For the RBC Royal Bank customer, revised content and design has meant a more comfortable online experience.

Financial content written using simplified terms in a clear, direct manner has helped eliminate the confusion and frustration complex financial matter normally evokes.

Repositioning content in a more intuitive framework has provided RBC Royal Bank customers a smooth transition when navigating.