Project Overview

Engage360 is a Client Management Platform (CRM) belonging to an American Corporate Bank with over 9,000 daily users. This a corporate wide platform is used by bankers and employees to manage client information, leads, relationships, and services in all of the 959 bank branches spanning the USA. I was a key product designer for this platform, creating ongoing enhancements and features to improve usability and productivity in this very dense and useful platform. For reference, I would compare this platform to Salesforce; and it also housed an internal feature similar to Monday.com.

Objectives

Enhance Usability

Replace legacy systems with more user-friendly features in Engage360

Identify pain-points and friction to fix for improved productivity

My Contributions /Enhancements

Engage360 is a very dense and complex platform because it is used for so many different crucial tasks, and it also serves as a gateway to many of the legacy systems the bank still needed to use, and wanted to replace within the Engage360 app.

I was a key product designer on the dedicated team to Engage360. I collaborated with 2 Product Owners, and 12 software developers. I worked closely with the Product Owners and it was my job to:

Conduct user research and interviews - I interviewed bankers on a regular basis to identify pain-points within their daily processes, and then presented that research to our Product Owners to decide what features to prioritize.

Design user-flows and high-fidelity prototypes within Figma, which were then presented to our team so we could reach group consensus on how to build the functionality.

Plan and facilitate workshops to gather information for ongoing projects where we needed to cross-collaborate with both the users we were building features for, and the teams that would be building them. We gained deep understanding by organizing group activities and conversational activities. These workshops facilitated group participation, where users brought ideas to surface that usually were not accessed in interviews alone, and then built upon those ideas together. I organized and facilitated workshops both remotely and in-person.

Initiatives and Features I worked on in support of Engage360:

• Referral Tool
  We needed to create a user flow for bankers to easily send and get credit for loan and mortgage referrals that linked different departments, locations, and sections of the bank. We had to also seamlessly integrate pre-existing tools into this experience to save on our budget costs. I did this by conducting user interviews and research, and designed a user flow that maintained our stakeholder requirements and supported our findings for user needs.

• Primacy Indicators Component
  Upon opening a client profile, I needed to create a way for bankers see what status a clients account was in a matter of seconds upon opening a profile. I did this by creating a badge with icon and color coding that could show in-a-glance what tier a client account was in and if it was their main bank account. User feedback we got after deployment was that bankers felt more empowered and more "expert" when interacting with clients in branches.
  
  

• Reliance Financial Design System Components
  At Reliance Financial there was a design system in place that needed to be adhered to for consistency across platforms. When I started on the project of Engage360 wasn't using consistent components across the platform. I conducted an audit of of inconsistencies so the DEV team could replace them. In addition, since Engage360 had many specialized tasks and needs there was some components we had to customize for Engage360, yet still maintain consistency with the corporate design system. I developed several components within the guidelines of the corporate design system in place.
  
  

• Escalations Flow Redesign
  If a client had a problem that needed a more specialized decision than the regular forms of customer service could solve, then an "escalation form" needed to be filled out and submitted by bankers. At the time, the current state of the escalation form user flow was disorganized and hard to use. I redesigned this user flow to be easy to use and a more simplified process.
  
  

• Account Summary Interface
  The account summary was the section of the dashboard that displayed all of the information for clients bank accounts held with Reliance Financial. We underwent user research with the bankers to determine what information to prioritize, and what information to minimize for smoother customer interactions when bankers had to service clients and their accounts. Our redesign was implemented and bankers' experiences were faster and more accurate.

  
  

• Client Opportunities Interface
  The client opportunities section was a part of the dashboard that displayed leads or any possible offers the client was eligible for. There was dissonance between stakeholders on what to prioritize for the business goals as well as what made the most sense for the users' (bankers') process. I organized an in person workshop for both stakeholders and bankers to participate in together so we could reach consensus on the real in field experience, and what info was most pertinent to the business goals.
  
  

• Lending Pipeline Interface
  At the time, the when bankers needed to get information or submit information about the credit and loan decisions made by the bank, they had to go searching for it across several outdated systems. This lead to confusion and delays. I was tasked to design a "pipeline" that incorporated all of these disparate systems into one dashboard that was to be housed within Engage360. I first held interviews with the bankers to determine what systems and data points needed to be prioritized within the new dashboard we were creating.
  
  

• Follow-up Tasks Tool
  When bankers serviced clients and leads there were many tasks involved in doing so. Our team held a workshop to determine how to design a task management system within Engage360, and I assisted a fellow designer in shaping the interactions and functionality of that system.
  
  

• Multiple Tabs Feature
  In the Multiple Tabs project, I needed to display not only the simple functionality of opening multiple customer profiles (tabs) at once, but also incorporating the most important pedigree and account system information in those tabs, so that when a banker was servicing that client, they could get a "snapshot" of that clients status and financial situation all within a glance at the tab. I also had to accommodate for banking privacy restrictions, and create tabs that hid sensitive information about a client while also displaying upon hovering with a mouse.
  
  
  

  

Results

Designed usability enhancements that helped improve usability scores by 35.5%

Was able to streamline several legacy systems into one interface, reducing time on tasks on average 8 minutes per task

Designed a more targeted and easy to use processes that increased intake volume of forms, escalations, and referrals by 31%

Engage360 Team: 2 Product Owners, 2 UI/UX Product Designers, 12 Developers