Collaboration for better business banking
Client: NBH Bank
Project: 2Unifi Business Banking Mobile App
Year: 2023
On this project, I worked with key client stakeholders and a large internal team to translate CX and client business requirements into wireframes and designed interactions for from-scratch build out of the client’s business banking mobile app - 2Unifi. Working against stunted timeframes and quick turnaround times, I used a variety of competitive analyses, industry research, and UX best practices to create flows and interactions for opening bank accounts, loan processing, permission settings, and more.
Key Moment: Feedback Wrangling
Results: Streamlined UX/Client/CX communication, Reduced duplicative efforts across various design batches
On such a large scale project, with so many active client and team collaborators in the design files, the feedback was becoming muddied. The clients, who were providing feedback to multiple batches of designs at once, were relying on recall when meetings about batch feedback were held. This would often lead to jumping around from circle to circle in Figma. Other times, feedback would stray from the CX requirements. I created simple excel sheets with client feedback, screen IDs, resolutions, and other notes. This streamlined client communication and iteration, reduced confusion and allowed for on time batch work to be done without unnecessary back and forth communications. Where feedback and CX requirements were at odds, the easy format allowed me to pass the information to the CX team member assigned to the batch for quick resolution.
Clients, CX, Designers - all commenting in one place
Organized Chaos Feedback
Wireframes & Client Reviews
Design Batches worked: Open an account, Apply for a loan, Check loan status, Dispute a transaction, Set Permissions
The whole of the project was segmented into design batches that were assigned out to the team. Some of the batches I worked on were simple and straightforward (Dispute a transaction) while others had a wealth of caveats underneath their surface. Many of these batches required somewhat on-the-fly desk research about business ownership types, beneficial ownership, percentages of ownership vs taxation, and so on. As previously mentioned, the clients had a lot on their plate with this project so after I would present the wires to the client on a call, I would provide a takeaway that they could refer back to if necessary.
Example of wireframe delivery to client, after live call. Not relevant for each batch worked, but helpful for the more complex scenarios.
Example of the Loan Status Tracker - one of the more complex situations that had many interpolating factors weighing on what was required from a business and legal standpoint.
Conclusion:
This business banking mobile app build had many batches of work with over a dozen people working simultaneous on design - sometimes more. During the course of this project I crafted hundreds of wireframes and spent many hours discussing the work at hand with client stakeholders, CX teammates, visual designers, dev teams, 3rd party vendors, and more. The work on this application is ongoing.