Joe Fulginiti
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Case Study

When City National Bank wanted to realign cnb.com with there checking and savings portals they asked me to create a simpler way to setup an online checking accounts (business and personal) without having to call customer service.

Project Info

As the Lead UI Designer on this project I designed the wireframes and prototypes that fueled the online checking portal. I worked closely with the Developers, business analysts, project manager and client relationship team.

Client: City National Bank

Skills: HTML, CSS, Axure, Photoshop

Background

The City National Bank online checking portal used to be in an iframe with very little functionality. Users couldn’t perform many tasks online to set up a business bank account. Customers would have to physically come into the bank to setup an account because the process was so complex. The bank offers many financial services as well so this new experience I was hired to design needed to accommodate not only the consumer but also the businesses that used CNB’s multitude of services as well.

Joe has been a tremendous asset to our team. Without his experience and expertise, our current project would be nowhere near the quality it is. Joe has been assisting us primarily with wireframing and interaction design. Joe was able to jump right into work from day 1 (this was a total surprise to me). Joe’s experience as a visual designer was extremely helpful since he was able to foresee issues and come up with layout ideas that would be both flexible and intuitive for the end user. My biggest impression I have of Joe is that he is extremely dedicated to his work and in pleasing his clients. If something wasn’t quite what I expected, he immediately was able to come up with several other ideas that were fantastic. Joe was also very easy to work with from his incredible communication skills to his quality of work. He is confident, eager to share information about his field, and just an all around “great guy”. He always met deadlines and continues to exceed expectations with his delivery of work. I would definitely ask if Joe could help us again on future projects. Best of luck Joe and thanks for all your help.
Jennifer CloseVP User Experience - City National Bank

Research

I started this project by having conversations with the stakeholders and analysts about what the banks goals and vision for the future was. I wanted to set expectations right way and get everyone on the same page because this company was new to the UX process.

The company’s stakeholders. Most of the employees that had the task of entering in the customers data were working in the building I was in. This made it very easy to talk to them about their pain points and problems when signing up new customers. I would show them quick sketches in the hall and during lunch breaks to get a feel for what they wanted.

The users. I also conducted qualitative research studies to get to know the general users wants and needs as well. It was interesting to learn that although they had similar pain points they also had very goals.

Card Sorting

Now that I had a better understanding of what the users and stakeholders wanting I now wanted to find out how they expected to get there before I did anything else. This is why I started my card sorting exercise. The navigation was very large and I wanted some insight into how the users journey thru to their tasks.

Wireframes and Prototypes

After the card sorting was done I wanted to immediately start laying out the massive amounts of content and data. I decided to create an overview page and make the products and services collapsable because of the large number of accounts. 

The results. The users and administrators alike enjoyed the new layouts and grouping of product and services for the individual account holder to maintain. Simple tasks like porting over the customers basic information was a serious pain reliever.

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Documentation and Style Guides

After the wireframes were approved I worked with the visual designer to create a pattern library
and visual style guide. I was mostly concerned with designing a clean UI pattern for all of the forms
and simple clear calls to action as well as super smooth animations for my collapsable menus.

Thank You

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