Project
Re-Thinking Commercial Banking
design led leadership and digital transformation
Date: August, 2018 thru 2019
Role: User Experience Design Lead
Skills: Discovery, User Research, UX Strategy, Wire framing, Interactive Design, Visual Design, Prototyping
Tools: Sketch, Invision, Balsamiq, Keynote, Powerpoint
To comply with my confidentiality agreement I have omitted confidential information or changed the content to be fictional. More designs available.
Goals
Provide a one-stop portal for Bankers, Underwriters and Operations where data is presented to these users in a more efficient and meaningful way.
Give the client a seamless user experience that includes transparency with bank, attention to personalization and proactive communication and notifications to and from the bank/system.
Approach
The design team, also possessing strong business & technical insight, was given the liberty to be quite forward thinking and, after months of discovery, we were able to introduce many new ideas that capitalized on modern technology (API driven, big data, AI & machine learning), while creatively pushing the throttle on how the users “think”and “execute” their work; ultimately, changing Commercial Banking as it is done today.
DISCOVERY
WHO ARE OUR USERS & HOW DO THEY WORK TODAY?
Contextual User Interviews
Qualitative & Quantitative Research
Heuristic Evaluations
IDENTIFYING PERSONAS
- Identified 6 current personas
- User interviews (at least 3 individuals per persona)
- Shadowing users work
- Hearing the current pain points for users
- Identifying gaps in existing tools
TASK MAPPING
- A typical day for the user
- Software and Tools they use
- What devices they use
- What would make their day better
JOURNEY OF NEW IDEAS
Heuristic Evaluations
We looked at current manual processes (email and excel) and 5 applications currently used, some of which had duplicate and incorrect data from different sources. We identified areas for usability improvements to these applications for immediate consideration while we design the next wave of application(s).
This research was very useful for our design strategy.
WORKSHOPS WITH THE TEAM
- Run & facilitate workshops
- Design thinking mentorship
- 2 week design sprints
- Card sorting
- Affinity mapping
NEW IDEAS
We listened to our users, gained a good understanding of the business domain, embraced latest technologies, and introduced user experiences for a new way of doing things, beyond what product owners identified for this digital transformation effort. The response was “Wow!, that’s what we want”.
- New way of ranking clients & key contacts
- Utilizing big data and business insights
- A “smart” task manager
- A smarter document management system
- And more…
DESIGN
STYLE GUIDE CREATION
Building a Design System
- Started and led the creation of a style guide for the Commercial Banking UX team.
- Created Sketch libraries for the designers
- Incorporated Invision’s Design System Manager (DSM)
Modular & Customizable Dashboards
- Entitlements based content
- Customizable dashboard (modules that matter to the user)
- Real-time data
- Easily access more detailed information (drill down)
Images shown depict full list of modules to portray the possibilities.
Visual Design & Prototyping
The design team delivered high fidelity gray-scale wire frames which we also had to translate to pixel-perfect visual designs. These wire frames and visual designs were also used to create inter-active prototypes using Invision.
Prototyping Use Cases
Working with the team, we identified several Use Cases and demonstrated an interactive story using a prototype. This method proved to be a very successful way to convey usability and new ideas as they pertain to the user’s daily workflow and how that would look with the new design.
The Client’s Portal
I also designed client facing wireframes and pixel-perfect visual designs. These wire frames and visual designs were also used to create inter-active prototypes using Invision (ask me to show you).
iPad and Desktop support (mobile not targeted for this project)
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