What can we do to address user needs and enhance the design interface and offer customers a smooth, user-friendly journey?
To show commitment to continuous improvement and customer satisfaction, we embark on a mission to update our digital banking products and keep up with evolving user expectations.
The bank leveraged a third-party vendor Curinos to analyze and compare our current flows with other competitors in the industry. This information was used to evaluate our journeys and recommendations were generated by the team.
It was time to take our flows to new heights. The original journey was created prior to me starting work at the bank and I had the opportunity to revamp our banking account opening landing page to create a seamless and engaging user experience. Our goal was to enhance the page with a more current and friendly look—make it easier than ever for customers to join our financial family. Since I consider design to be open-ended, I'm big on providing options for stakeholders to choose from.
We carried through the same Plaid funding integration as with other Webster products. It helped us to seamlessly merge our financial expertise with the vendor's technological prowess, allowing us to offer our customers enhanced funding options and a more versatile, customer-centric banking experience.
We also embarked on another integration of investment banking with FinTron. Working directly with their team, we were tasked with reviewing and updating the new flows for incorporation into our existing product. The experience design team leveraged Miro for collaboration and brainstorming sessions. From those meetings, variations were created to present to the product team and vendor.
New ideas and flow requirements resulted in evolving our design system with new components, icons, and other design elements. Below are some samples of updates I worked on.
The changes implemented again resulted in an increase in account openings and revenue for the bank, along with a new design system for efficient updates and team sharing.
During the course of this project I learned that site/app functionality can take priority over design changes. What I’d do differently: Work on my tasks as an ongoing process rather than a one-time endeavor.
