CASE STUDY
Rethinking The Banking Experience
OCBC was looking to revolutionize their banking app experience and to modernize features to become the choice in Singapore banking. With regional competitors becoming savvier, introducing features that were globally more accepted while also pushing the bounds was something they needed. They also wanted improve the final output of their interaction ideas and was interested in methods or processes of how they can successfully hand off designs to the delivery team to ensure consistency in the end product.
My Role
Oversite
Design Lead
Client Relationships
Design Researcher
OCBC was looking to revolutionize their banking app experience and to modernize features to become the choice in Singapore banking. With regional competitors becoming savvier, introducing features that were globally more accepted while also pushing the bounds was something they needed. They also wanted improve the final output of their interaction ideas and was interested in methods or processes of how they can successfully hand off designs to the delivery team to ensure consistency in the end product.
My Role
Oversite
Design Lead
Client Relationships
Design Researcher
CASE STUDY
Rethinking The Banking Experience
Combining 3 separate Design Systems into 1 while undergoing a migration to Adobe Experience Manager.
When I joined the team there were 3 distinct design systems being used: Legacy, RW, and Cerulean. My role was to help the team align the 3 systems into a single system that we would build into components that could be used in Adobe Experience Manager. This was a very different type of design system creation than in past roles because there were elements in place that at times just needed alignment and at other times needed creation.
My Role
Oversite
Design Lead
Client Relationships
Design Researcher
Project Details
We started this proact out by partnering with the in-house design lead and product team to conduct a competitive analysis. We helped them look at what was on the market and also new interesting products and inspirational Fintech ideas that could bring novel feature ideas into our plans.
We mapped opportunities, benchmarked and rolled up an analysis that we walked the team through in workshops. We coupled this with existing research on the ways their customers behaved and feedback to start ideating large feature plans and come up with a feature list.
Feature Prioritization
During workshops we worked with the large team to prioritize features, leave room for elements we might discover in design sprints, and also break the work into streams.
Agile & Design Sprints
A large part of the engagement was to teach the team to work with Agile methodologies. We worked to help the team break workstreams down into a sprint plan with design sprints 2 sprints ahead of development sprints. This gave us room to still conduct sprint workshops as a team but conduct user research per sprint prior to development.
Introduce Design Sprints
We selected features and had the team run 1-2 day long sprint sessions with members from the product and development team to dig deeper into the ideas. This allowed us to run design thinking sketching activities and bring customer research up front as we started ideating.
After these sessions we would wireframe and review and dissect ideas. We would create interactive prototypes and test with users, often times testing multiple experimental ideas before progressing too far. After coming back and integrating the learnings, we would place the finishing visual design touches and map to the design system we were creating.
Project Details
We started this proact out by partnering with the in-house design lead and product team to conduct a competitive analysis. We helped them look at what was on the market and also new interesting products and inspirational Fintech ideas that could bring novel feature ideas into our plans.
We mapped opportunities, benchmarked and rolled up an analysis that we walked the team through in workshops. We coupled this with existing research on the ways their customers behaved and feedback to start ideating large feature plans and come up with a feature list.
Feature Prioritization
During workshops we worked with the large team to prioritize features, leave room for elements we might discover in design sprints, and also break the work into streams.
Agile & Design Sprints
A large part of the engagement was to teach the team to work with Agile methodologies. We worked to help the team break workstreams down into a sprint plan with design sprints 2 sprints ahead of development sprints.
Introduce Design Sprints
We selected features and had the team run 1-2 day long sprint sessions with members from the product and development team to dig deeper into the ideas. This allowed us to run design thinking sketching activities and bring customer research up front as we started ideating.
Modernizing Card Services
We wanted to focus on features that would give users a more modern approach to managing their cards. The current app had limited abilities to help people manage their cards or even turn on overseas usage.
To make sure we were selecting features that users desired and needed, we conducted research to gather feedback on the features we workshopped and ideated. We repurposed a card sort technique to have users discuss different features/ options, add to those, and then group them into categories around desirability and common use. This format allowed for discussion and additional probing around expected card usage and scenarios that could be accomplished online to reduce bank branch traffic.
Card Control Design Sprint & Design System Work
After running ideation workshops for the product and also conducting user research with customers, we started our design sprints with the team. Due to timing, we conducted a modified sprint, where we sketched and ideated with the team for 1-2 days, took that output back to the design team and iterated to rough wireframes, spent a 1/2 checking back in with the team on our progress, then took designs in a prototype out to be tested.
Once we received that feedback, we took this section as the base to start visual design comps and worked with our team and internal design teams to create base comps that would help us build the basic bones of a design system.
Moving Funds In New Ways
When it came to tackling funds transfers, we really wanted to challenge norms and see if we could devise an innovative way to transfer funds. We started out with additional workshops to dig deeper into the topic. We shared industry research and ideated with the team to come up with core features and new ways of looking at transferring funds online.
The Results
The primary success measurements on this project were:
1. Create consistent AEM components
2. Increase Self Service and Member Satisfaction
2pt
Member Satisfaction Increase
The Results
The primary success measurements on this project were:
1. Create consistent AEM components
2. Increase Self Service and Member Satisfaction
2pt
Member Satisfaction Increase