Experience and Service Design Consulting
Fortune 100 International Banking Client – Strategic Transformation of the Customer Onboarding Process
Agile / Contextual Inquiry / Data Visualization / Design Research / Ecosystem Strategy / Cross-Functional Collaboration / Operational Modeling / Product Evaluation / Rapid Prototyping / Usability Testing / Workshop Facilitation
Work type(s): Consulting – Finance, Technology, Business Operations, Product Design
Dates: 2022 - 2023
As a Design Researcher and Business Management Consultant, I collaborated with Fortune 100 companies and cross-functional teams, using human-centered design research to understand user needs, mapping the customer and employee experience in the context of the work event, and deliver recommendations for business and technology strategies.
- Contextual Inquiry / Ethnographic Research
- Behavioral / Cognitive Assessment
- Workshops and Co-design Sessions
- Agile / Rapid Solution Exploration
- Operation Modeling
- User Interface / Experience Design
- In-context and Lab-based Testing
-
Problem Validation
- Operational Modeling
- Design-Driven Process Diagrams
- Digital Tool Design
- Product Evaluation
- Capability Building
Project Background
As part of a cross-functional team, I researched the experience of customers and employees for a Fortune 100 finance and technology client – exploring the intersections of data, technology, people, and business.
We addressed these challenges by understanding the current ecosystem complexities, identifying areas of opportunity for current and future states, producing high-quality UX/UI design solutions, E2E models, journey maps, and landscape analysis.
The team drove a unified onboarding platform experience for account managers across 3 major work-streams. We discovered and designed for 5 additional work streams, resulting in a more stream-lined solution that serves the whole organization.
Client Needs
- Understand the current processes, pain points, and complexities of account opening and client onboarding.
- Identify areas of opportunity and challenge for the current and future states.
- Produce high-quality UX/UI design solutions, including high-fidelity UX/UI wireframes, flow diagrams, and prototypes.
- Drive toward a unified onboarding platform and experience across lines of business.
Challenges
- Limited insight into work event and onboarding pain points across employee functions.
- Limited trust in existing onboarding platform, unreliable platforms, significant data stored offline.
My Contributions and Impact
- I led the research, visual direction, and digital design of a central artifact/complex journey map– WorkDesign™ Model – used to clarify the complexities of overlapping workstreams, knowledge management, data transfer tools, customer touch-points, and pain-points.
- This document was shared with the client's internal team to create a collective understanding and meaning-making, impacting how the future-state model developed.
- I engaged cross-functional teams in discussion and participatory mapping of the current and future-state digital onboarding process model to inform product specifications, user experience, information architecture, and design decisions.
- I conducted deep-dive research, feedback-led iteration, and extensive documentation to understand the user (employee) and customer journey, uncovering pain-points.
- I facilitated virtual workshops and brainstorming sessions with internal team members.
- I documented and analyzed A/B tests and workshops with internal and external client partners.
Our Team's Impact
Our team lead design and supported product strategy for the Client Onboarding software redesign. The objective was to instill a human-centered approach to the development of a new unified platform and foster collaboration among a 100+ person project team. We worked directly with product owners, technologists, and end-users on a daily basis.
- Collaborated across 4 programs.
- Resolved 60% of pain points identified in the current state flow.
- Produced 1000+ screens for development.
- Drove alignment among 120+ stakeholders.
- Created 25+ unique user flows.
- Organized and executed 10 collaborative events.
Outcome
A strategic transformation of product development resulting in a 45:1 reduction in days to complete the onboarding process for existing clients.