Evolving a Bank’s Wealth CX

Prioritizing a digital CX.

The project was to help a Global Banking client prioritize and deliver their digital customer experience transformation roadmap quickly and with the highest quality. With such a large brand, creating a world-class customer experience across multiple platforms can be a challenge. We were brought in to help support in these initiatives and to lend our expertise in ensuring the overall brand experience and design system was being leveraged in the best way possible.

My responsibility was to oversee four work streams across the Wealth Management customer life cycle (onboarding, account management, etc.), working with the client to manage the various work streams to hit transformation deadlines. I was directing multiple design and deliver teams with compressed timelines and always changing priorities.

  • What I Did
  • Team Management
  • Wire Framing
  • Design Systems
  • User and Usability Testing

Above are some examples of the new designs and features that the team and I came up with. The curved dark section was a radical change from their existing design but was very well received because it helped break up the information in a more easily to digest way. Leveraging the cards for key pieces of information was a new addition to the visual design and interaction patterns that can be see used across the other features we designed. Based on our research findings, we allowed users to have the ability to customize their view based on their own investment habits.

Allowing users to customize their dashboard based on their needs was another feature we were able to work through to help address the wide range of experience levels. A reoccurring theme was to figure out how to design an experience that was informative and empowering for newer investors, without getting in the way of those more experienced.

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