Client - CIBC

OVERVIEW

In late 2012, CIBC decided to redesign their legacy Point of Sales application, using cutting edge Pega framework.

The goal was to improve the user experience of the frontline staff who use this point of sales application to generate revenue by cross-selling banking products to the customers and improve client experience.

Set OKRs framework to drive design decisions.

THE PROCESS

We aim to incorporate the key phases of Discovery, Definition, Ideation & Implementation in all our projects.

I played a hybrid role since my UX department was the only UX team in the bank which serves the entire UCD methodology and usability life cycle.

USER RESEARCH

I used to go where the application users were and did data collection, job shadow, interviews, likes and pain points in the current application, and come back and create personas, user flows, and empathy map. discuss with the project BAs and understand more about the requirement.

Talking with SME on the requirements and work on the strategic design planning

My research surround on:

Understanding the user goals & needs
Uncovering pain points with the existing user journey
Determining the success of the task measured.

DESIGN EXERCISES

Lots of whiteboarding, low-fidelity wireframes, and discussion on the design with the solution architects, BAs and SMEs on how to improve the user experience without scarifying the requirements and client experiences, keeping the project on track.

At every design phase, I coordinate with the developers making sure the design meets the technology challenges.

USABILITY TESTING

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To validate the design before it goes to sign off and development. I used to validate the artifacts with the actual user either by a full pledge Usability testing or Gorilla testing. I was lucky to go travel to different banking centers and conduct 1-1 or a group usability testing.

Analyze A-B testing.

Plan solutions for tactical or strategic releases according to technology or time constraint.

Present the Usability test results report to the Stakeholders and project team.

HANDOFF

Coordinate with the developers and QA to push the design to the production. Review UI test scenarios with the QA, Join UAT testing sessions. Create lean UI documents to support the development and future reference.

Support Learning and Development, by supplying screenshots and scenarios for training users.

PROJECTS WORKED

Point Of Sales Application: User: 4,000+ Frontline Banking Advisers. .One of the biggest revenue-generating applications for the Bank. We call it the backbone of the Bank. Ask me more
E-signature: User: 4000+ Banking Advisers & Customers. This digital initiative eliminated traditional paper copies that are handed over to the client & saving money to the bank by going digital. Ask me more
Branch Scanning: User: 10,000+ Banking staff. Another digital initiative to reduce the courier cost and document storage within the banking center. Ask me more
Strategic Initiative: I was also involved in a high level inside the architecture side more on the holistic systemic design thinking and design research initiatives that have to do with the existing enterprise applications which needs to be redesigned following the changing technology and user mental model. Ask me more

Tools used

Axure RP
Sketch
Invision
Figma
Morea usability testing
Overflow
Optimal sort
PEGA designer