Customer-centricity that reimagines everyday banking
Facing declining customer satisfaction and mounting pressure to modernize, the nation’s fourth-largest bank reimagined its flagship mobile app from the ground up. The result: an industry-leading, human-centered platform for everyday money management that catalyzed the bank’s digital transformation.
Role
Led a team of 8 designers on a full-stack agile team responsible for financial product experiences
Partnered with executives and compliance leaders to modernize financial product experiences
Facilitated cross-team, journey alignment at the program level
Directed experience design for innovation sprints to define the bank’s first voice NUI strategy
Results
New mobile app ranked #1 in Open Account + Ease of Use (Keynova)
Industry-leading in-app marketplace drove a 10% increase in digital loan sales in first year
Achieved 4% increase in total banking transactions, and a 7% increase in active digital customers within first year
One of 3 U.S. banks to launch voice banking—recognized as first to embed mic in nav
Want to learn more?
Full case studies are available upon request. I’m happy to share the work privately.