Source Bank Digital Sales Tool
A top 5 global bank needed a digital solution within the Treasury Management space to improve the onboarding experience for both its consultants and customers. We simplified the existing complex process by creating an elegant solution that reduces customer touch points from 5 people to 1-2 people, implements defaults and predictive settings to reduce Treasury Management Consultant input from 509 manual entries to 17, and accommodates 18 products into 1 order form. The successful launch of this digital sales tool was nominated for a Business Transformation and Operational Excellence Award.
Creative Director: Bree Basham
UX Director: Virginia Booth
Sr. UX Designer: Katie Snider
Interaction Designer: Amanda Harvey
Completed while working for CapTech
Note: This design has been white labeled for NDA compliance.
My Role
Experience Designer responsible for partnering with business analysts and product owners and collaborating with our CX team to translate business requirements to user-centered experiences, design and iterate in high fidelity visuals leveraging the bank’s existing design system, and support development handoff.
The Goal
Develop a streamlined digital sales tool that bundles 18 treasury management products into one order so consultants can onboard new customers quickly and customers can leverage the new products for their businesses faster than ever before.
Process + Concept Development
The first phase of this engagement began with a design sprint led by our UX Director to get to the heart of the challenge, understand the user journey, and determine the approach for a digital solution.
I joined the project in its second phase to solve for new business requirements, product features, and requests. Working in an agile environment, we sketched flows and interactions based on user stories before moving into high fidelity visuals.
Visual Design
I leveraged the bank’s existing design system for most flows and product enhancements, but also had the opportunity to design new components and interactions when we developed solutions with patterns that did not yet exist within the design system.
Usability Testing
We conducted moderated usability tests with Treasury Management Consultants and Relationship Managers that would be using this digital sales tool on a daily basis. We synthesized results from the tests through qualitative analysis and iterated on the designs to enhance the user experience.
Some recurring questions from participants:
What if I don’t have all the answers to the form on hand? Can I leave and pick back up where I left off?
____
Why are some products listed within the product bundle that I did not have to configure?
____
Do I need to respond the these questions on a cumulative basis or for the entire company?
Results
This digital sales tool was implemented within the bank’s Treasury Management space in Fall 2020 and is being used regularly by Treasury Management Consultants and customers today.