Fiserv
Online banking solution
Role: Experience Director + Strategy + Process Design
Over several years, I served as experience director and product lead helping Fiserv not just redesign their online banking platform offering but also worked directly with financial institution executives to turn around the sentiment of the product in the market. Through extensive contextual research into understanding the needs of customers, our team delivered a design that worked well for user and met the varied needs and regulatory requirements of financial institutions.
Flexible, customizable.
Financial institutions loved the power and flexibility the platform offered, but users hated the experience of actually using it. We spent time in homes to understand users’ true needs so we could deliver an flexible and customizable experience that users actually enjoyed.
A look at the process.
Our team took on a far-reaching research plan that included understanding user needs, competitive products, and the needs of the financial institutions themselves. Through exercises such as baseline usability testing, a Kano feature study, competitive analysis, and extensive observational research in the homes of users, our team delivered to Fiserv an extensive amount of synthesized research findings, detailed UX personas and journey maps, experience principles, and a prioritized list of product improvement opportunities to inform future roadmaps that would keep the product improving even beyond the initial product redesign.
And here are the results.
Based on a clear understanding of the needs and pain points of both users and financial institutions, we delivered a new, drastically improved design of the platform that was a hit with users and stakeholders. But we didn’t stop there, we also worked with Fiserv’s implementation teams to help them drastically reduce time to market and to educate them to keep the user centered design principles intact through the customization and implementation process. In the end, this resulted in better experiences for more users, faster. And with less rework.