BNP Paribas’s online-only banking brand ‘Hello Bank’ came to us, since all of their digital assets are done internally, and asked us to review and make recommendations on their existing digital experience. In order to evaluate their service, we created a set of design principles based on Hello Bank’s 4 brand pillars. Then, we developed a scoring system to prioritise the journeys and tasks to be improved. The most challenging aspect of the project was language. They operates in 4 European countries (France, Belgium, Italy, and Germany) and each country use at least 2 languages. Thus, it was hard to judge if the non-English copies are appropriate in certain situations.