Bank of America,  Voice of the Banker

Digital product creation, service design

Design lead

Across more than 10 lines of business, the bank needed a unified platform from which to conduct business with their customers — existing and new. With inconsistent work methods, a wide variety of modes, and incomplete information sourced from various disparate systems, bankers needed a way to connect the dots, so to say.
Our work, completed in spring 2017, across a number of key scenarios, rested in high level concepts, intending to be “the voice of the banker," and talked about the importance of a holistic client view, collaborative analysis, an accurate historical record, and mutual coordination for the highest level of service.
A few of our key activities:
  • Over 20 user and stakeholder interviews
  • Over a dozen validation sessions using paper prototyping principles, whiteboarding and rough digital artifacts
  • Built out wireframes with annotations, visual design comps for Microsoft Surface Pro
  • Creation of micro style guide
  • Constructed current state journey
On this project, I functioned as a defacto design lead, working with:
  • Three Fjord designers and a design lead — who left halfway through the project
  • Three client-side folks
  • Three business analysts from Accenture Interactive
  • A dozen clients (including several C-level executives)
Super proud of this work and the team.

First, a few snapshots from our interviews, user testing and validation sessions; then, a few slides from a previous segment of work that really informed this project

5.Home_Revolver

At left and just underneath, the full screens of the bankers'  main experience while the last item is an artboard that contains the light design library we constructed

6.DealDetails_Active_Revolver
BAML design library
Selected work