Project Overview

The Client Relationship Opportunities section of the Engage360 CRM interface was intended to be a tool for bankers to grow client relationships within the bank. When I started on the Engage360 team the Client Relationship Opportunities section was not being utilized and the tool intended for that section had kept getting shelved for later and later on the roadmap.

In 2023/2024 budget initiates arrived for Client Relationship growth throughout the bank, and finally our Client Relationship Opportunities tool was on the roadmap. Before heading into the build, we needed to first be sure that what we were building would not only suffice stakeholder and line of business requirements, but also be a tool that reflected the in-branch experience for the bankers that would use it. I was tasked with organizing group activities for bankers that would help us discover any opportunities we did not know about, as well as what data needed to be best prioritized for the bankers that would use the tool.

When I started planning for the workshop and met with our Product Managers it became clear that we should extend the scope of our workshop not only to the Client Relationship Tool we wanted to build, but rather to the entire Client Account Interface. It was a good opportunity to learn about what we should be prioritizing for the entire interface because we were going to have our brightest and best bankers flown in from several branches for a full in-person workshop, so I decided to create activities based around discovery on the entire interface.

I used Figma to plan and lay out the days schedule.

I planned several group activities that encouraged discussion and strategy.

For this workshop I created workbooks so bankers could record their steps in different processes and then present them as a group to refine.

Results

Clear roadmap with validated data to move ahead with building the Client Relationship tool in our interface