2. User Experience Design

Client

Large bank

Sector

Private

Role

Analyst, designer

Skill areas

  • User experience design

  • User testing

  • Service design

  • Transformation

  • Workshops

Context

The client was embarking on an extensive multi-year digital transformation journey to enhance customer experience, time to decision, staff productivity, compliance, and system simplification. As part of the programme’s design capability, I contributed to two key projects: detailed service blueprinting and the user experience design of the staff's ‘customer needs analysis and advice’ process. This case study focuses on the latter.

Opportunity

Shortly after the programme’s discovery phase, the user experience workstream was set up to design, create, and test prototypes using out-of-the-box technology and consistent processes to ensure compliance by design. The goal was to refine requirements to meet the needs of the business, customers, and staff. The process of assessing customer needs and providing advice was identified as a highly complex area, with great opportunity for simplification, unification, and increased efficiency.

Outcome

  • Due to the variations in the current state across the business, we developed a design approach to cater to most business segments. This approach features four baseline scenarios based on products and relationship types. This streamlined baseline enabled us to undertake high-complexity design and accommodate even greater sophistication as needed later in the design process.

  • Initial discovery requirements were translated into wireframes and processes, focusing on regulatory variations. Collaboration with the client helped identify key steps and user flows, balancing compliance with workflow flexibility.

  • An interactive prototype underwent 15 one-on-one usability tests with staff, leading to design iterations that ensured compliance and a positive user experience. Essential design elements included using the standard solution logic and functionality, mandatory steps, structured and unstructured data capture areas, and language that resonated with staff.

  • The design was then adapted for the most complex scenario and validated by technical experts to test its viability and feasibility before the Business Analysts established detailed requirements for the build.

As the analyst and junior designer…

  • I worked as part of a team of two, a manager based offshore and myself, with oversight from an associate director on the programme.

  • I frequently collaborated with the client team to leverage their institutional knowledge and ensure alignment, buy-in and accountability.

  • I developed high-level process flows, translated complexity visually and mapped regulatory areas to identify the critical design areas and elements to use.

  • I assisted in designing wireframes and conducting usability testing sessions, including planning, preparation, facilitation, and documentation.

  • I used project management tools and structures, such as reverse briefs, stakeholder tables, calendars, and task trackers. I managed our digital workspaces and workflows to ensure efficiency, clarity and visibility across the international team.

Tools

  • Figma

  • Miro

  • Jira

  • Confluence

  • Microsoft Teams