Financial Banking Product

What I Did

Stakeholder Interviews
Process Map
Journey Map
High Fidelity Design

Overview

I worked on multiple banking products (auto loan, line of credit, safe deposit box, etc.) for a financial bank. These products were hosted within the bank's Salesforce ecosystem. The bank was moving their products from a sunsetting application to Salesforce.

The Challenge

Many of the banking products moved to the Salesforce platform was built custom. The bank's team of UX designers did not have Salesforce knowledge and implemented inconsistent design patterns across the banking products.

My Process

I first started by reviewing the bank's products in the sunsetting application for a bank, as well as the processes that were already moved to Salesforce. In order to evaluate the user experience of the application, I conducted a thorough analysis of the current product offerings, taking into account the needs and preferences of the target user group. This involved reviewing the application's user interface, navigation structure, and functionality

Process Mapping

I created process maps for both the current and future state of the bank's operations. To begin the process, I conducted extensive research to understand the current state of the bank's operations, including how customer data was being collected, processed, and utilized.

These process maps served as a visual representation of the bank's operations, allowing stakeholders to better understand how the bank was operating, and where there was room for improvement. By creating these process maps, I was able to help the bank streamline its operations and provide a better user experience for its bankers.

Journey Map

After obtaining a clear understanding of the banker's journey, I created a visual representation of the journey map that was easy for UX designers, business analysts, developers and stakeholders to understand. The journey map facilitated transparency across teams, ensuring that everyone involved in the product development process had a clear understanding of the banker's experience with the banking product.

This aided in aligning everyone around a shared goal and ensuring that the product was being developed with the user in mind. Moreover, the journey map helped identify areas where the user experience could be enhanced, allowing us to prioritize our efforts and make data-driven decisions about the product's development.

Results

The client reduced their custom work by utilizing the Salesforce Lightning Design System. Banking product process maps and journey maps were improved and became more accessible for teams that encouraged transparency and consistency.