Commercial Banking
Web Based Application
Role: User Experience Design, User Research, Visual Design
Overview:
This commercial banking site is a web based application served as a dashboard which is designed to bring together all business owners commercial banking offerings onto one platform. This includes customer service, viewing account notifications, account balances, loans, applying for new loans or checking accounts, editing or adding account signers. This platform also encompasses a chat feature with a users banking team which includes their relationship manager (main banking connection) and any other specific banking representatives for their account, helping users communicate directly and direct them to the appropriate representative to resolve things quicker.
Problem Statement:
This bank has multiple platforms for viewing accounts depending on if the user owns an international business. Most commercial banking offerings for their users are not fully digitized but yet done manually via over the phone or email. This includes applying for a new loan, making a payment on a loan, changing account signers or updating any documentation associated with the users banking account. The goal is to digitalized these processes and capture all bank offerings into one dashboard to create a more streamlined experience.
Research & Information Architecture:
We began our research with the main stakeholders identifying business needs and performing stakeholder interviews on the current multiple platforms. We then conducted a series of 5 user interviews to identify user pain points and needs with the same current multiple platforms. Based on our research and interviews we heard from our stakeholders and users we were able to validate a set number of features and prioritize them for the first release of this platform. Those features included the following below.
Account Notifications
Applying for a Loan Online
Signer Change (the process of getting someone approved as a signer to sign off on business payments)
Chat & Co Browsing with users banking team
Whiteboarding:
Considering the user research findings and information architecture after validating key features. We started whiteboarding wireframes that fit both user and stakeholder needs and requirements.
Wireframes:
Once our team had a visual outline from our internal whiteboarding sessions and reiterating these further with key stakeholders discussions we began wireframing. Our client already had a style guide for us to follow so as we worked on wireframing we were also in close contact with their internal visual designers to ensure the proper branding.
