Fiserv
Core banking platform
Role: Experience Director + Strategy + Research
Designing enterprise applications for use within the high pressure, high security world of the bank branch presented unique challenges when working with Fiserv’s Account Processing Solutions team. Through extensive time in branch, we watched and learned to understand how bank staff serve customers while protecting the security and accuracy of their accounts. That research helped our strategy and design teams translate that care into the software they use to do their jobs.
A better in branch experience.
Fiserv brought us in better understand the in branch service experience to deliver a new design concept for their core banking product that would reimagine the user experience for branch employees and improve the relationship between financial institutions and accountholders.
A look at the process.
After multiple research engagements, Fiserv brought us in for additional research with bank tellers and service agents to better understand the full service life cycle and simplify the software user experience so they could do a better job serving customers and cross-selling banking products. Our team spent time in branches across the country and delivered synthesized research findings, detailed personas and journey maps, and a prioritized list of product improvement opportunities to inform future roadmap prioritization.
And here are the results.
Based on the research and working with Fiserv to prioritize key opportunities, our team create a new design concept for the platforn that put the accountholder relationship front and center. The new experience included an intelligent system that provides recommendations to aid decision-making and a streamlined workflow for tellers and agents resulting in faster accountholder interactions, improved security and customer service, and fewer mistakes with critical banking transactions.