UX Lead: Online Banking Overhaul

The Online Banking redesign was a project for a financial services software company that sells a white label solution to banks around the world. I met regularly with banking clients to determine their issues with online banking in general, to identify areas where we could create a system that provides better support, and to better understand what their customers were telling them about the online banking experience. I also worked with some online banking customers to get a better sense of their needs and expectations.  Those conversations, along with a thorough review of primary research from Pew, FISERV, and the FDIC helped me create experience models around online banking customers, personas, and informed my designs.