Customer Engagement

U.S. BANK

Opportunity

To develop a better experience for an enterprise system used by bankers and tellers at over 6400 branches nationwide to improve: customer interaction; staff response to customer needs; and improved interface for better data scanning.

Hypothesis

Improved dashboard and resource page would help teller and bankers monitor the work flow and better serve the needs of the customer.

Goal

Uplift experience, architecture and interface of a decades old system to lessen pain points cash and loan withdrawals.

Roles

Strategy for better dashboard experience
Creation of A11Y compliant experience
Strategy for UI patterns
Collaboration with researcher to understand usage patterns

Phase 1

Research

I started with a comprehensive audit of the interface and explored the business line needs with key stakeholders.

After gathering the requirements, I went to branches and interviewed bank staff to observed work patterns.

Stages of project

Comprehensive visual audit
Small sample 1:1s with informal, scripted interview to gain insights
Low and high fidelity build out

Translated the business need into wireframe screen flows

Phase 2

After improvements were made for the account overview page, the business line also determined the Overview page needed better functionality and experience, and our team asked to to create an overview of customer information that is easy to visually digest.

Legacy overview page

Overview page concept wireframes

Challenge

The enterprise system was initally developed with minimal UX involvement, without centralized decision making. The architects and business lines were designing micro-experiences without consideration of the whole system.

Frustrations also arose as there was no consistent design system or web architecture in place.