Background

Product Designer at KeyBank

Product Designer for the KeyBank in-house Design Studio conducting research and using client insights to create enjoyable banking experiences. Collaborate daily with business partners, product owners, dev teams, copy writers, and compliance/regulation teams to develop best in class banking experiences. Optimize applications by interviewing users to understand problems and create tested solutions to put in backlog for future releases.

User Research
Usability Testing
Wireframes
Prototyping
Working with Development and Partner Teams
UI Defect Testing
Agile Methodology

Timeline

July 2020 – April 2022

Projects

Project Title: Individual Product & Multi-Product Applications for Business Lending Experience Products

The Ask:

Design the first omni-channel digital end-to-end application for small business lending products for the business lending experience team. Work with product owner, dev team, and business partners on a daily basis using agile methodology to create the best experience for bankers and clients. Utilize third party SalesForce system database and a combination of SaleForce out of box components with Lightning Design System to create a design system that mimics the Key Design System standards. Collaborate with technical lead to problem solve through development environment changes as we create the multi-product experience.

Step 1: Structure Research

Used Salesforce to design system that correlated with banker data systems. Learned to design in third party system by problem solving with developers to understand and push the limit on design restrictions.

Step 2: Figma Design

Used a mixture of Salesforce component library in Figma with a self created library to take out of box components and better align them with KeyBank Visual Language. Used library to show development team where they could further align the application to transform it from a SaleForce application to a KeyBank recognized experience.

Step 3: Banker Interviews

Validated application design with Branch Managers and Small Business Wellness Advisors across Keybank to improve and speed up application process for bankers and clients. Used insight to prioritize future changes on backlog to continuously improve products. With each new product release, like multi-product, held interview sessions for feedback and iterated designs based on suggestions and best practices.

Step 4: UI Defect

Did visual QA check on design related tickets. Worked with developent team and wrote design defect tickets for improvement.

Multi - Product Application

Impact

Results are from first three months: Full launch on November 15, 2021

$7 million loaned to clients
360+ booked loans
1500+ applications
575+ bankers using application

Project Title: You May Also Like Page for Account Opening Applications

The Ask:

Shrink down the technical scope of multi-product application for a quick win and create a pairing product program to recommend two products customers may like together. Recommend a savings account with every checking account and combine applications, decreasing customer application time while enhancing banking relationship with customer by better supporting their financial health.

Desktop:

Mobile:

Research:

Conducted research on UserZoom to understand user perspective on being offered an additional product before going through the application process. Learned about what entices users to take advantage of offers and how it affects funding the accounts. Used insights to inform the design and copy to let users know the offer is for their financial gain, not the banks.

Project Title: Direct Deposit Page for Account Opening Applications

The Ask:

Deepen client-bank relationship and cut down confusion on direct deposit by creating an instructional page on how to setup direct deposit before completing the application.

Clarify to clients how to move forward after application process and complete the account setup at home.

Research:

Talked to bankers in the field to understand the best placement in the application flow to integrate the direct deposit page. Learned how to strengthen banker-client relationship and helped ease the process of the direct deposit barrier keeping clients from having a full banking relationship with Key. These interviews gave additional clarification on what needed to be included on the page to create a seamless experience.

Banker Interview Insights:

Desktop:

Red Lining for Dev Team:

Mobile:

Project Title: Mobile Download for Account Opening Applications

The Ask:

Increase mobile app download rate during application process to cut out confusion on how to access account after completing the application process. Insure the clients success by showing them how to download the application and sign into online banking to complete account setup.

Step 1: Research

Researched competitors and new best in class ways for clients to download application. Decided on QR code and began additional research.

Competitor Research

Step 2: Validation

Tested QR code using UserZoom to validate customer ability to understand how to download application. Resulted in 100% success rate in testing.

Debranded designs

Test Results

Step 3: Design

UserZoom test resulted in 100% response rate of understanding how to download the mobile application via the two options given. Iterated design based on testing feedback, resulting in switching the order of options, listing the QR code first.