Portal One Bank
A centralized platform that streamlines the management of loans, accounts, cards, and insurance, empowering branch employees with efficient workflows and enabling fast, personalized customer service.
Project Objective:
This project delivers a centralized platform for branch employees that streamlines the management of loans, accounts, cards, and insurance. The goal is to simplify internal workflows, reduce customer service time, and empower employees to provide fast and personalized service to both existing and new clients.
Design Features:
Employee-focused dashboard with daily tasks, calendar, calls, visits, and goals.
Modular design for scalability and future evolution.
Clear and intuitive information architecture for faster navigation.
Platform offers clients products tailored to their needs and user behavior, enhancing personalization.
Compliance with legal, risk, and security requirements.
Process Highlights:
Led national research including interviews, shadowing, and fieldwork to uncover deep insights and validate employee needs.
Facilitated workshops and co-creation sessions with cross-functional teams to define As-Is and To-Be journeys, aligning business, technology, and experience strategies.
Designed scalable wireframes and high-fidelity prototypes, iterating based on direct feedback from branch employees.
Oversaw handoff and implementation, ensuring design integrity through collaboration with development teams.
Validated improvements in branch testing, contributing to a reduction of customer service time from over 1 hour to just 5 minutes.
