DATE: 2023
ASSIGNMENT: FULL-TIME
TYPE: WEB APPLICATION
ROLE: SENIOR PRODUCT DESIGNER
TEAM: CONTENT DESIGNER, PRODUCT OWNER
CASE JOURNEY:
PART 1:
PART 2:
PART 3:
PART 4:
PART 5:
Unlike a typical pizza shop, I see my role as a designer as crafting a creation by blending ingredients from various customers. My job is to take those diverse elements and transform them into something that exceeds expectations.
Enable business bankers to seamlessly offer electronic document signature capabilities to their customers through the banker-facing application.
“We aim to become a digital-first bank by 2025, empowering our bankers to operate efficiently and drive business growth.”
“We are tired of chasing customers for signatures, along with printing loads of paper that takes time and effort to keep organized”.
“All of the business owners have to coordinate a specific time to sign at their local branch”.
“We need an easier way for customers to submit their documents so we can track and store documents”.
“We need the correct owners to sign specific documents according to their role in order to satisfy regulatory requirements”.
Less Paper, Less Effort
Signature Collection Speed
Less In-Person Visits
Our banker-facing application couldn’t handle a massive overhaul to accommodate for the ideal user journey. Let's chat if you want to hear more about this :)
We had to deliver in about 2-3 weeks.
The Product Owner and I met with stakeholders frequently to learn as much as we could.
Facilitated workshop sessions to uncover diverse stakeholder perspectives, ensuring a comprehensive understanding of the problems at hand.
Crafted 'How Might We' statements to define and prioritize impactful problems, setting a clear direction for actionable solutions.
Collaborated with stakeholders to analyze the customer journey, validating steps, identifying opportunities, and uncovering where the e-sign feature could seamlessly integrate.
Proposed a design flow that addressed identified problems and balanced stakeholder requirements for a comprehensive solution.
Our thorough upfront work provided a clear understanding of the problems we needed to solve to ensure the success of the e-sign feature and its impact on various stakeholder groups. Through workshops, journey mapping, and collaboration, we visualized an ideal state that addressed these needs and offered a seamless solution. However, technical feasibility posed a significant challenge. While we aimed to advocate for the easiest journey to help bankers and their clients accomplish this task, we ultimately had to compromise, adapting our ideal vision to fit within the constraints of the existing design flows. This balance ensured a functional and practical solution, even if it required bending our initial goals.
Collect signatures from owners on “Entity-Level Documents”
"Entity-Level Documents” are legal documents that establish the existence & validity of a business entity.
Content provides clear definitions and direction.
Owners’ are generated from input that occurs earlier in application.
Visual Hierarchy & Minimalist Design avoids the clutter and keeps the focus on actions.
Collect signatures for specific Product Type.
The Product dictates which documents are required by the business owners. Checking Account, Credit Card, and Lending are all Product Types.
Break it down, conversationally.
Product Status “Pending” was huge! So many accounts were being opened before documents are signed.
Ability to “Download All” without going one-by-one.
Review the E-Sign Status.
Instead of chasing signatures or having back and forth communication, the banker can now view the signature status of documents, from both a high-level and individual level.
Package-Level Status, giving a clear indicator on the status of all documents.
Individual Status gives a clear indicator on who has signed or hasn’t.
A clear indicator, “DOCS SENT”, that docs have been sent, without wondering if those have been pushed out or not.
A 90% Adoption Rate!? Fantastic! Bankers are using it, but HOW are they using it? and WHAT can we do to make it better?
Talk to Business Bankers
Run Usability Tests with Researcher
Pitch to Business
Schedule Optimizations
Repeat
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