london, uk
Back Office
National Bank
National Bank
Back Office
National Bank
National Bank
Back Office
National Bank
National Bank
Back Office
Back Office
National Bank
National Bank Back Office
Client
National and largest bank of a 10M+ population country.
My role
UX/UI Lead
UX
UI
Scope
Market Research
PM
IA
Leading workshops
personas
design systems
Design Systems
QA
Challenge
The task was to turn 3 different outdated internal systems into one “360 experience” which has various different views and rights based on the user type.
This back-office manages 3 different banking channels and is tightly linked with the mobile app. New customer onboarding and multi user business account with various permissions being the most extensive ones.
Outcome
Happy stakeholders and CEO wanting to extend collaboration for years to come.
Client
National and largest bank of a 10M+ population country.
My role
UX/UI Lead
UX
UI
Scope
Market Research
PM
IA
Leading workshops
personas
design systems
Design Systems
QA
Challenge
The task was to turn 3 different outdated internal systems into one “360 experience” which has various different views and rights based on the user type.
This back-office manages 3 different banking channels and is tightly linked with the mobile app. New customer onboarding and multi user business account with various permissions being the most extensive ones.
Outcome
Happy stakeholders and CEO wanting to extend collaboration for years to come.
Client
National and largest bank of a 10M+ population country.
My role
UX/UI Lead
UX
UI
Scope
Market Research
PM
IA
Leading workshops
personas
design systems
Design Systems
QA
Challenge
The task was to turn 3 different outdated internal systems into one “360 experience” which has various different views and rights based on the user type.
This back-office manages 3 different banking channels and is tightly linked with the mobile app. New customer onboarding and multi user business account with various permissions being the most extensive ones.
Outcome
Happy stakeholders and CEO wanting to extend collaboration for years to come.
Client
National and largest bank of a 10M+ population country.
My role
UX/UI Lead
UX
UI
Scope
Market Research
PM
IA
Leading workshops
personas
design systems
Design Systems
QA
Challenge
The task was to turn 3 different outdated internal systems into one “360 experience” which has various different views and rights based on the user type.
This back-office manages 3 different banking channels and is tightly linked with the mobile app. New customer onboarding and multi user business account with various permissions being the most extensive ones.
Outcome
Happy stakeholders and CEO wanting to extend collaboration for years to come.
Discovery
Discovery
Discovery
Discovery
Getting to know the client
Getting to know the client
Getting to know the client
Getting to know the client
To familiarise ourselves with the products we started with stakeholder interviews and I conducted a few workshops to get to know the Design team as well.
When dealing with many Stakeholders, they all have their own opinion and are lobbying for different things.
It’s not always clear who is the key person that signs everything off but it’s vital to make sure you get the answer right at the beginning and take this person’s opinions above everyone else's. (This person is often not the highest in the hierarchy.)
When dealing with many Stakeholders, they all have their own opinion and are lobbying for different things.
It’s not always clear who is the key person that signs everything off but it’s vital to make sure you get the answer right at the beginning and take this person’s opinions above everyone else's. (This person is often not the highest in the hierarchy.)
When dealing with many Stakeholders, they all have their own opinion and are lobbying for different things.
It’s not always clear who is the key person that signs everything off but it’s vital to make sure you get the answer right at the beginning and take this person’s opinions above everyone else's. (This person is often not the highest in the hierarchy.)
Design team workshop & stakeholders Interviews
Design team workshop & stakeholders Interviews
Design team workshop & stakeholders Interviews
Design team workshop & stakeholders Interviews
Market Exploration
Market Exploration
Market Exploration
Market Exploration
We interviewed various bank employees to learn about how people in the country use technology and banking. We learned that they do things very differently and that in some ways are ahead of us here in Europe.
Following this, I made an extensive competitor analysis of both direct and Indirect competitors. I rated each bank’s UX experience and categorised my findings to learn what seemed to work well and what should be avoided.
We interviewed various bank employees to learn about how people in the country use technology and banking. We learned that they do things very differently and that in some ways are ahead of us here in Europe.
Following this, I made an extensive competitor analysis of both direct and Indirect competitors. I rated each bank’s UX experience and categorised my findings to learn what seemed to work well and what should be avoided.
We interviewed various bank employees to learn about how people in the country use technology and banking. We learned that they do things very differently and that in some ways are ahead of us here in Europe.
Following this, I made an extensive competitor analysis of both direct and Indirect competitors. I rated each bank’s UX experience and categorised my findings to learn what seemed to work well and what should be avoided.
Example of direct-competitors
Example of direct-competitors
Example of direct-competitors
Example of direct-competitors
UX/UI
UX/UI
UX/UI
UX/UI
Let me firstly say this was definitely the most complex project I’ve been solely responsible for till this day. The bank had 3 different channels and 3 different back-offices, now merging it all into one.
To make things more complicated, there are 4 different primary types of the bank employees accessing the bank office, each having different menu, different views and different permissions.
Going back to the basics, getting all the information on what’s suppose to be there was a challenge on its own.
Let me firstly say this was definitely the most complex project I’ve been solely responsible for till this day. The bank had 3 different channels and 3 different back-offices, now merging it all into one.
To make things more complicated, there are 4 different primary types of the bank employees accessing the bank office, each having different menu, different views and different permissions.
Going back to the basics, getting all the information on what’s suppose to be there was a challenge on its own.
Let me firstly say this was definitely the most complex project I’ve been solely responsible for till this day. The bank had 3 different channels and 3 different back-offices, now merging it all into one.
To make things more complicated, there are 4 different primary types of the bank employees accessing the bank office, each having different menu, different views and different permissions.
Going back to the basics, getting all the information on what’s suppose to be there was a challenge on its own.
After understanding the scope I made ‘user interviews’ with the bank employees to understand how do they use the product and how I can make their job easier.
Here you can see an example of adding shortcuts for some of the most used actions right on the customer’s list so they don’t need to further navigate to the customer profile.
After understanding the scope I made ‘user interviews’ with the bank employees to understand how do they use the product and how I can make their job easier.
Here you can see an example of adding shortcuts for some of the most used actions right on the customer’s list so they don’t need to further navigate to the customer profile.
After understanding the scope I made ‘user interviews’ with the bank employees to understand how do they use the product and how I can make their job easier.
Here you can see an example of adding shortcuts for some of the most used actions right on the customer’s list so they don’t need to further navigate to the customer profile.
Onboarding
Onboarding
Onboarding
Onboarding
A brand new onboarding experience synchronizes the creation of a new customer account between the bank team and self-onboarding by the customer. This means that if a customer needs assistance, customer support can easily address any issues or complete the onboarding process on their behalf.
A brand new onboarding experience synchronizes the creation of a new customer account between the bank team and self-onboarding by the customer. This means that if a customer needs assistance, customer support can easily address any issues or complete the onboarding process on their behalf.
Design Systems
Design Systems
Design Systems
Design Systems
I have introduced a global design system with brand elements being used across all platforms, along with secondary platform-specific design systems.
I have introduced a global design system with brand elements being used across all platforms, along with secondary platform-specific design systems.
Font & Colour Styles
Font & Colour Styles
Font & Colour Styles
Font & Colour Styles
Custom-made icons
Custom-made icons
Custom-made icons
Custom-made icons
Components
Components
Components
Components