Project
Banking Employee facing app
Year
2020
Service
UX Design
Genie App
Project Overview
Employee-facing banking system is the backbone of daily banking operations, handling everything from customer management to transaction processing. As banking needs evolve, so too does the demand for new functionalities. To keep pace with the demands of both the market and regulatory changes, the bank engaged our UX team to assist with the continuous enhancement and maintenance of this vital system.
Project Overview
Employee-facing banking system is the backbone of daily banking operations, handling everything from customer management to transaction processing. As banking needs evolve, so too does the demand for new functionalities. To keep pace with the demands of both the market and regulatory changes, the bank engaged our UX team to assist with the continuous enhancement and maintenance of this vital system.
The Problem
The employee-facing banking system serves as the backbone of daily operations, facilitating customer management, transaction processing, and more. However, the growing complexity of banking needs, regulatory requirements, and market demands necessitated the introduction of new features like nominee management, communication address updates, transaction insights, and customer detail management.
The challenge lay in integrating these functionalities into an already established system without disrupting existing workflows, compromising regulatory compliance, or overwhelming employees.
The Problem
The employee-facing banking system serves as the backbone of daily operations, facilitating customer management, transaction processing, and more. However, the growing complexity of banking needs, regulatory requirements, and market demands necessitated the introduction of new features like nominee management, communication address updates, transaction insights, and customer detail management.
The challenge lay in integrating these functionalities into an already established system without disrupting existing workflows, compromising regulatory compliance, or overwhelming employees.
The Solution
To tackle these challenges, our design approach emphasized seamless integration, user-centered workflows, and scalability. Each new feature, such as nominee management and address updates, was embedded into the existing architecture with minimal disruption. By leveraging familiar interaction patterns, we reduced the learning curve for employees while streamlining routine tasks. For example, address updates were redesigned into an intuitive step-by-step process with inline validations, improving accuracy and efficiency. Features were also engineered with regulatory compliance at their core, incorporating safeguards like mandatory fields and audit trails to meet stringent standards.
Scalability and consistency were key pillars of our solution. Modular design patterns ensured the system could evolve with future feature additions without requiring extensive structural changes. Adhering to the platform’s design language preserved a cohesive and intuitive experience, minimizing cognitive load for employees transitioning between functionalities. This iterative and collaborative design approach resulted in a robust system that empowered employees, improved daily operations, and prepared the platform for future growth.
The Solution
To tackle these challenges, our design approach emphasized seamless integration, user-centered workflows, and scalability. Each new feature, such as nominee management and address updates, was embedded into the existing architecture with minimal disruption. By leveraging familiar interaction patterns, we reduced the learning curve for employees while streamlining routine tasks. For example, address updates were redesigned into an intuitive step-by-step process with inline validations, improving accuracy and efficiency. Features were also engineered with regulatory compliance at their core, incorporating safeguards like mandatory fields and audit trails to meet stringent standards.
Scalability and consistency were key pillars of our solution. Modular design patterns ensured the system could evolve with future feature additions without requiring extensive structural changes. Adhering to the platform’s design language preserved a cohesive and intuitive experience, minimizing cognitive load for employees transitioning between functionalities. This iterative and collaborative design approach resulted in a robust system that empowered employees, improved daily operations, and prepared the platform for future growth.
Design Approach
The design process for this project was streamlined and iterative, focusing on maintenance and enhancements for an already established app tailored to an employee-facing banking structure. Guided by a user story brief and client-provided directions, I prioritized efficiency while maintaining the rigor of user-centered design. Weekly tasks were approached with clarity, beginning with rough sketches to explore ideas before progressing directly to high-fidelity designs for sprint demos. Client feedback during these demos played a pivotal role in refining the solutions. Once the final designs were approved, I collaborated closely with the technical team for handover, ensuring seamless implementation. This included detailed explanations of complex features, fostering alignment between design intent and development outcomes. This pragmatic approach balanced rapid iteration with thoughtful execution, ensuring the app enhancements met both user needs and business objectives.
Design Approach
The design process for this project was streamlined and iterative, focusing on maintenance and enhancements for an already established app tailored to an employee-facing banking structure. Guided by a user story brief and client-provided directions, I prioritized efficiency while maintaining the rigor of user-centered design. Weekly tasks were approached with clarity, beginning with rough sketches to explore ideas before progressing directly to high-fidelity designs for sprint demos. Client feedback during these demos played a pivotal role in refining the solutions. Once the final designs were approved, I collaborated closely with the technical team for handover, ensuring seamless implementation. This included detailed explanations of complex features, fostering alignment between design intent and development outcomes. This pragmatic approach balanced rapid iteration with thoughtful execution, ensuring the app enhancements met both user needs and business objectives.
User Research
Our work on this project was guided by several core business requirements: * Seamless Integration of New Features: Each new feature, such as nominee management or address updates, needed to be added without disrupting existing workflows or causing system downtimes. * Enhanced Employee Efficiency: Ensure each feature reduced the time employees spent on routine tasks, allowing them to focus more on customer service and problem-solving. * Regulatory Compliance: Features like nominee management required strict compliance with banking and regulatory standards, which needed to be reflected in both the data capture and processing interfaces. * Scalability for Future Additions: The system’s architecture needed to support the bank’s long-term strategy, allowing for more feature additions and upgrades with minimal redesigns or structural changes. * Consistency & Simplicity in Design: All new features needed to match the existing design language to maintain a cohesive and familiar experience across the platform.
User Research
Our work on this project was guided by several core business requirements: * Seamless Integration of New Features: Each new feature, such as nominee management or address updates, needed to be added without disrupting existing workflows or causing system downtimes. * Enhanced Employee Efficiency: Ensure each feature reduced the time employees spent on routine tasks, allowing them to focus more on customer service and problem-solving. * Regulatory Compliance: Features like nominee management required strict compliance with banking and regulatory standards, which needed to be reflected in both the data capture and processing interfaces. * Scalability for Future Additions: The system’s architecture needed to support the bank’s long-term strategy, allowing for more feature additions and upgrades with minimal redesigns or structural changes. * Consistency & Simplicity in Design: All new features needed to match the existing design language to maintain a cohesive and familiar experience across the platform.
Business Impact
Business Impact
After rolling out the new features, feedback from employees was overwhelmingly positive. They appreciated the simplified workflows and the reduction in redundant steps, and the bank noted a significant improvement in service times and data accuracy. Overall Outcomes: * Faster Task Completion Times: Employees were able to complete common tasks like address changes or nominee updates much faster. * Higher Data Accuracy: Automated processes and guided forms led to fewer errors, contributing to higher data quality. * Reduction in Training & Support Costs: With a familiar, intuitive interface, employees adapted to the new features quickly, reducing onboarding and support costs. * Improved Employee Satisfaction: Feedback indicated that employees found the system more enjoyable and efficient to use, reflecting positively on their overall job satisfaction.
Business Impact
After rolling out the new features, feedback from employees was overwhelmingly positive. They appreciated the simplified workflows and the reduction in redundant steps, and the bank noted a significant improvement in service times and data accuracy. Overall Outcomes: * Faster Task Completion Times: Employees were able to complete common tasks like address changes or nominee updates much faster. * Higher Data Accuracy: Automated processes and guided forms led to fewer errors, contributing to higher data quality. * Reduction in Training & Support Costs: With a familiar, intuitive interface, employees adapted to the new features quickly, reducing onboarding and support costs. * Improved Employee Satisfaction: Feedback indicated that employees found the system more enjoyable and efficient to use, reflecting positively on their overall job satisfaction.
The Result
This project demonstrated the value of continuous improvement in a complex, live system. By focusing on incremental, user-centered enhancements, we created a system that evolved with employee needs and regulatory requirements while maintaining stability and performance. The project provided bank with a scalable, adaptive approach to feature development, setting a solid foundation for future enhancements that can further empower employees and enhance customer satisfaction.
Our experience with bank illustrates how thoughtful UX design and agile, incremental updates can transform a critical internal platform into a powerful tool for efficiency and growth.
The Result
This project demonstrated the value of continuous improvement in a complex, live system. By focusing on incremental, user-centered enhancements, we created a system that evolved with employee needs and regulatory requirements while maintaining stability and performance. The project provided bank with a scalable, adaptive approach to feature development, setting a solid foundation for future enhancements that can further empower employees and enhance customer satisfaction.
Our experience with bank illustrates how thoughtful UX design and agile, incremental updates can transform a critical internal platform into a powerful tool for efficiency and growth.
