Choice Bank
Choice Bank is a financial institution that offers a range of banking services, including the processing of domestic and international wire payments for both traditional clients and those engaged in Banking as a Service (BaaS) relationships. They have established connections with other financial entities, such as FIS, Wells Fargo, ModusBox, and PortX.
3 months from research to finished design
The Challenge and Process Overview
The Challenge
A complex banking system architecture that needs to be mapped out.
Combining different banking systems into one interface.
Create a portal that reduces complexity so users can do everything on one application rather than 4 different places.
Simplify the user experience. Improving navigation, search functions, provide internal messaging and optimized user flows that reduce time on task.
Solution Highlights
BORN conducted a comprehensive assessment, encompassing more than 21 interviews and 16 hours of workshops, while scrutinizing over 30 documents.
We thoroughly diagramed the intricate flow of transfers, with the intention of simplifying the process and identifying opportunities for substantial improvements.
Following these workshops, BORN's UX team leveraged the insights gained to develop a dedicated portal for the internal bank team.
We wireframed a portal that was strategically designed to automate and streamline the international wire transfer process, aiming to enhance efficiency and effectiveness.
What I Did
I oversaw the User Experience (UX) initiative in collaboration with a Business Analyst and developer.
Facilitated workshops to collect project requirements, created the flows and collaborated closely with the Choice Bank team on a daily basis to address any issues that emerged.
Developed an advanced filtering system along with realtime interactive graphs and charts.
Tools and Deliverables
Figma
Miro
Journey Mapping
A Deep Dive into
Wire Transfers
Subsequently, a team led by BORN initiated a comprehensive series of walkthroughs and workshops involving stakeholders and employees. The primary objective was to meticulously document each of the distinct routes through which wire transfers are processed. This initiative sought to gain a comprehensive understanding of existing pain points within the system, identifying opportunities for automation through technological interventions.
Going with
the Flow
Informed by the insights gathered during the workshops, BORN applied the information and aligned it with the goal of reducing manual interventions for Choice Bank employees. Subsequently, Born mapped out new flows that optimized operational efficiency through technological improvements.
Real Time Monitoring
BORN faced the challenge of handling a substantial volume of wire transfers, requiring a way to monitor and edit the incoming and outgoing wires as needed. The team diligently explored diverse visual representation methods to ensure nothing would missed and all the information need would be displayed.
Integrated Messaging
Choice Bank employees faced challenges managing client information scattered across multiple messages, each containing critical client information necessary for resolving issues related to international wire transfers. We addressed this by integrating messages on a centralized portal with search, flagging, and auto-forwarding features, streamlining the resolution process and providing a unified and accessible repository of client information.
Quick and Efficient Data Filtering
Faced with the challenge of handling extensive data from wire transfers, BORN implemented a sophisticated filter mechanism to categorize diverse data effectively, ensuring a seamless on-page experience. Users were empowered with the ability to conduct unified searches spanning various account information categories, resulting in comprehensive results. Additionally, our team introduced an innovative tab system, enabling employees to perform these tasks without navigating away from the page. This solution was also designed for incorporating features such as note-taking and favoriting to enhance the efficiency of wire transfer resolution.
