Rodrigo G Cardoso
User Experience Design Lead
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National Bank
PROJECT: Digital Transformation
ROLE: UX/UI Lead
DURATION: 3 months
TOOLS: Illustrator, Blueworks Live, Jira, Microsoft tools
The Problem
Provide strategic advisory services called Innovation Labs to facilitate the digitization of key banking processes in bank’s business.
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Tasked with providing a point of view on industry best practices for vehicle loans and credit cards with a focus on 7 processes:
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Disbursements
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Integration with dealers
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Uploading documents
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Perfecting of a lien
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Use card immediately
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New card balance transfer
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Omni-channel UX
The Resolution
Was the UX/UI Lead along with a strategy consultant and a solution architect.
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​As part of our research, we conducted several contextual inquiries with underwriters and agents as well as interviewed IBM SMEs.
Deliverables included:
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A Leading Practices deck covering all 7 processes.
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UI screens to help envision the future state of vehicle loans and help tell the story in a visually compelling way.
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Business process flows for all 7 processes going 3 levels deep.
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Personas, journey maps, and prioritization grids for vehicle loans.
Disbursements to Integrated Dealer: Process Flow
Comparitive Analysis
Created a comparative analysis chart comparing leading bank's process and features for online vehicle loan applications.
Storyboards
One of many storyboards illustrating and explaining each business process step for each persona's journey.
Conducted 3 Design Thinking Workshops
Ran 3 design thinking workshops to understand the current processes as implemented in non-digital channels and to envision a digital customer experience that simplifies the application and fulfillment processes for vehicle loans and credit cards.
Design Thinking Activities
Examples of the mobile app
Credit Cards: Online application with ability to use card immediately
