The first product we re-designed was Initiate Request, one of the most used products in the bank and is the beginning of creating every new workflow and digital journey. It had not been improved in over a decade and was the first product we re-designed to introduce new experience principles.

The new experience was customer-centered from the start, showing users personalized recommendations based on their role, team and past usage.

We also re-created the workflow naming / taxonomy of over 6,000 workflows into 25 key types and from 200 categories to 11.

Overall, user satisfaction went from a previous SUS score of a D (58 of 100) to a UMUX Lite - Avg. 4.5 of 5 Task Ease of Use Rating, and 6 of 7 (Strongly agree) for overall usability & usefulness.

When I joined the company, the morale in the Design team was low. The team had been treated like production vendors, and fallen into a reactive state. We re-lit the Design spark by re-building our team dynamic, holding Design off-sites and creating our own agenda for things that Designers felt were important to bring to the conversation.

In order to bring new value to our partner teams, we doubled down on talking to customers and obsessed over uncovering their true needs and challenges, bringing a new passion to becoming user-centered along with data to back it up.

Our Design team was just over 20 people, working with an ecosystem of over 500 product and technology partners. For Design to be successful we needed to not only bring great insights and ideas to the table, but bring them in a way that was meaningful to our partners and would demonstrate true business impact. We focused on spending as much time as we could in conversation, in person and virtual, to build both personal and professional relatiionships. Over time we were able to both build a new trust and transform our perception from execution to key strategic partners.

We re-imagined the Common Capabilites by integrating a portfolio of over 100 distinct products and data services into 2 key products that represented the complete offering: CoreWork and CoreInsight. We also created a new model for leveraging the Common Capabilities as a platform into any existing product.

We followed the simple principle of bringing capabilities to people where they want to work rather than bringing them to a new product or one outside their normal workflow. By creating an approach of full-stack components, teams could adopt 'off-the-shelf' capabilities in their own environment while retaining the ability to customize as needed.

At the heart of the Common Capabilities was the data that ran Asset &Wealth Management. By integrating and surfacing the data we had, we were able to create a new data offering that moved past operational efficiency and into a new world of not only looking into current and past operations as well as forecasting futures.