ReloPortal Redesign
Phase 1: Scope and Research
ReloPortal Redesign
Phase 1: Scope and Research
ReloPortal Redesign
Phase 1: Scope and Research
Precision Customer Account Page Header and Alerts Redesign
Role: Creative Direction, UX, UI
Tools: Figma, Miro
Project Overview
My team and I were tasked with redesigning the existing Customer Account page to reflect the findings
and feedback conducted based on user research. We were finding that our clients were wanting a better,
more efficient way to locate the pertinent customer information and alerts at a timely pace.
The initial most requested areas of focus on were the customer header section and the alerts sections.
On this project, I was lead designer, along with a junior designer, a development team, a ux research team
and a project manager.
We met in 2 week sprints, and were given 3 months to complete the entire project.
Design also met with the project manager and the ux research teams weekly to keep consistent
with research iterations and project goals and any adaptations in the process.
Problem Statement
As a back office bank employee, I want to be able to be able to locate my customer's information easily
and efficiently, and be made aware of any alerts or any other problems with my customers account in order
to keep the information most up to date and accurate.
The goal is to organize all of the customer's information in order priority and most desired information,
and be able to locate, update, and execute actions fastidiously and efficiently, and in real-time.
Research
In our initial research, we started with plotting out user-flows of the pre-existing experience, and then through user surveys, located what and where the pain points were. We were finding that we bank employee was finding it difficult to locate the pertinent information because of the sheer amount of information displayed. We were seeing that customers wanted to see alerts and customer information, as well as be able to filter out the information they weren't immediately needing.
The UX Team then ran an Impact Effort exercise in Figjam to prioritize lift efforts for each feature to prioritize elements according to impact and effort it would take. Research also set up personas, based on the customer demographic,
and devised a happy path to pinpoint trouble areas. Research also conducted competitive analysis research
to see which of our competitors were having better results and how they were doing so.
Impact effort exercise post-up
Ideation and Design
At this point, we started brainstorming and preliminary sketching, and then initiated
user flows and interactions with both the customer header and the right-rail alerts module.
We started wire-framing low-fidelity designs, and wanted to include a totals dashboard for quick reference to numbers
and totals. We also started designs for a right-rail module that would introduce not only alerts,
but also other information such as history, transactions, documentation and other updates.
Initial beta header
Initial right-rail module design idea
Testing and iteration
We tested the initial wire-frames with bank representatives on-site, and then applied those findings
to iterate the initial designs. We found positive feedback with the iterations of information hierarchy
and implemented the new alerts drawer to the designs. We also created a dashboard close to the header
to give the user a quick view of the totals information.
Mid-fidelity design of Precision header with filter and tabs
Mid-fidelity design of Precision right-rail module with alerts and other information
Solution and Final Design
We then provided final designs with annotations with Figma prototyped links. We made sure to include a wide set of test subjects from various genders and ages, as well as positions within the company.
Final design with updated customer information, tabs, and scoreboard,
as well as updated right-rail alerts drawer toggle
Final design of Precision right-rail module with alerts and other information
Impact and Outcomes
On initial rollout, we saw a 47% conversion rate with the new enhanced design layout and features,
and shared those positive results with the team and eventually stakeholders. The new design reflected
a more technical and competitive look and feel, rivaling that of our competitors. Not only that,
we then lifted the enhanced design for Business Account pages to match the new and improved
Customer account pages,to solidify compliance and consistency throughout the experience.
Final Customer Account page
Final Business Account page
Reflection
This project proved beneficial as it more familiarized our team with not only our customer demographics,
but preferences, regionally, with our users. With continued check-ins and iteration,
the process continued to become more streamlined.
Conclusion
To date, the implementation of these enhancements to the Precision core
have made it one of the more popular experiences in our software options.