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CIBC: Banking Point of Sales Application 

2 Week Design Sprint

Team size: 100+ in 3 pods, globally located. I was responsible for handling all the pods as a Lead UX designer, managing 3 ux designers.​

THE OVERVIEW

Point of Sales application used by the Financial Advisors at the Banking Center, when any new or existing customer wants to buy or modify CIBC product. 

THE CHALLENGE

In early 2012, CIBC didn't have a proper system that could help frontline financial advisors recommend a product based on customer data. The were many different systems to toggle through before making a sale. The old system lacked user experience and long hours of training were putting the bank to spend more on maintenance and training.

CIBC decided to create a system that can help the frontline staff sell the product easily and with confidence. The user data can be used to cross-sell other products.

RESEARCH & PLANNING

With a fairly detailed project brief in hand, I was onboarded in the project. My role was first to create UI simulation to test with the users and demo it to the Executive directors. 

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I started visiting bank branches and job shadowing with the frontline advisors while they were with the clients. Engaged the users with data collection exercises, Open, and closed card sorting, understanding the user mental model, and Process maps where different users perform their tasks.  ​

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DESIGNING THE EXPERIENCE

After the user research, it was time to put the study into practice. I had meetings with the developers and vendors to understand the technological challenges and how to improve the performance and reduce the training cost.  Vendor selection process with score card.

USER JOURNEY MAP/ PERSONA/ USER FLOW
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Daily huddles with the Product owners and BAs from different Pods and Product owner to understand the new requirements and validate the data with the SMEs. Visiting dedicated banking center for validation and knowledge. Working around to solve the technological challenges of out-of-the-box vs customization components. Creating early prototypes and validating them with the SMEs and users to find out any gaps and process changes if required.

 

Analyze the potential of the PEGA design system and how to improve the flow of the application by utilizing the hidden features that were not been used. Working with the Process engineering team, to find a cost-efficient way to implement the solution without sacrificing the user experience. 

 

Pega Framework with Next Best Action proposal is to improve the system's ability to think and act on behalf of the user to reduce human errors.

WIREFRAMES & USABILITY TESTING

To validate the design before it goes to sign-off and development. I used to validate the artifacts with the actual user either by simulating the mockups. 

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Analyze A-B testing.

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

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

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Allocated time for a demo to developers on the UI feasibility check. Fine-tune the UI and if required validate again with the users. Setup war room sessions with the Developers​

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HANDOFF

After the design mocks were validated with the users and business, it was time to prepare a handoff to the salesforce developers and QAs.

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Followed lean UX documentation for a quick sprint deliverable.

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All the mocks in the Figma, Sketch+Invision were tagged with the user stories and marked as "Read for Development". So the developers can use the code from the Figma design tool.

Periodic check with Developers while coding. Review test case scenarios so no item is left behind during the development sprint.

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PILOT TESTING TO PRODUCTION

I was part of the Pilot testing squad, where I would visit a pilot banking center and help the users with any troubleshooting while they were using the pilot application to migrate the data and input real cases. Report any bug back to the developers and get it fixed based on it severity. 

RECOGNITION & ACHIEVEMENTS

  1. CIBC Excellence team award winner

  2. Recognized for diversification at the workplace 

  3. Participated in several in-house courses for personal development

OTHER PROJECT WITH CIBC 

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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 

  1. Figma

  2. Pega design

  3. Overflow

  4. Optimal sort

  5. Axure RP

  6. Sketch

  7. Invision

  8. Morea

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© 2026 by sen2design.

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