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TASK Redesign the existing staff-facing product to streamline customer needs and implementing an enterprise solution. The product is used by staff members to serve bank customers' needs in person or over the phone. PROCESS By implementing adaptive concepts to an existing product, we created a system that helps ground users and makes navigating to tasks easier while giving all necessary banking information to better assist the customers. We performed testing on the existing product to determine which aspects are the largest pain points, as well as figure out why users don't use the complete system or attempt to learn it. What we found is most people could complete the most common tasks and find the information to serve the customer without needing the whole system. As a result, we surfaced the most important information and bucketed them by type. This is where our site map influenced the design. Our key to grounding stakeholders with their product was knowing we would likely adapt from an existing product, but had the leeway to build from scratch. While we knew that click through rates was a top priority for stakeholders, we identified the main issue as enabling the staff to quickly serve the customer by finding key pieces of information.

Project Roles
UX/IA Designer
Company
AnalogFolk
Skills
Design Strategy, Human-Centered Design, Information Architecture, Sketch, Tech Strategy
Media
Desktop Apps, Interaction Designs, UX Designs
Project Industries
Finance, Technology
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