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.

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.