Project Overview
Research & Insights
Methodologies
For the redesign of Engage360 I planned and facilitated a workshop comprised of 12 seasoned bankers from branches across the continental US to gather information for what tasks where most frequently done, and determine what tasks and data points would lead interactions to consist of more clients being offered pertinent promotions and programs, and result in driving stakeholder defined KPIs and business goals.
We gained deep understanding by organizing group activities and conversational activities. These workshops facilitated group participation, where users brought ideas to surface that usually were not accessed in interviews alone, and then built upon those ideas together. I organized and facilitated this workshops and following interviews both remotely and in-person.
Once our first prototype was built I held followup interviews with key bankers and refined further enhancements, through one-on-one user interviews.
Take-aways
✧ We learned what were the most frequently performed and crucial tasks that bankers performed on a daily basis and what data points they needed, and in what order to match these flows
✧ We found there was a need for a consistent place bankers could check while servicing clients that filtered and presented relevant offers to the client
✧ We discovered a need for scannable elements that could help bankers make decisions more quickly, and help them get a snapshot of the clients account and program status
Initial Discoveries
Information Overload
& Task Dissonance
The dashboard presented a large amount of data without clear prioritization or relating to specific tasks
Context Switching
Bankers frequently jumped between tabs and legacy systems to find related information
Unclear client hierarchy
Bankers couldn’t immediately identify which clients or accounts needed attention or what offers were relevant
Low confidence during client meetings
Critical client data was buried, forcing bankers to search while interacting live with customers so we recorded
Research takeaway: Bankers needed an interface that surfaces the right data at the right moment, tailored to their immediate context
Research takeaway: Bankers needed an interface that surfaces the right data at the right moment, tailored to their immediate context
Design Strategy & Process
Our design goal was to restructure and reprioritize information so bankers could:
Quickly assess client priorities at a glance.
Identify actionable next steps without navigating away.
Access client summaries faster, reducing clicks and time spent searching.
We approached the redesign through three principles:
Hierarchy over volume: Show less, but show it better.
Contextual visibility: Group related data within logical clusters.
Visual cues for priority: Use color, iconography, and typography to guide attention.
Prototypes & Iteration
I designed user-flows and high-fidelity prototypes within Figma, which were then presented to our team so we could reach group consensus on how to build the functionality.
Results & Impact
✓ +35.5% improvement in usability scores
✓ 8 minutes saved per task, on average
✓ 31% increase in successful form and opportunity submissions
✓ Consolidated multiple legacy systems into a single interface
Deliverables:
Account Summary Interface
Primacy Indicators
Client Opportunities Interface
Lending Pipeline Dashboard
Multiple Tabs Feature
Key Design Enhancements
✓ Account Summary Interface
We restructured the Account Summary section — the most frequently used portion of the dashboard — to highlight only the most essential account details and KPIs upfront.
Using user feedback, we identified which data points bankers relied on most during client interactions, and minimized or nested secondary details.
𖥔 Impact: Bankers could locate core client data 40% faster, enabling smoother in-branch conversations.
✓ Primacy Indicators
To help bankers instantly understand a client’s relationship tier, I designed a color-coded badge system showing the client’s account type, status, and tier level at a glance.
This small but impactful UI pattern significantly increased confidence during client calls and meetings.
𖥔 User feedback: “I know exactly who I’m speaking to and the status of their accounts before the conversation even begins.”
✓ Client Opportunities Interface
The previous layout mixed marketing offers, leads, and alerts without prioritization.
I organized and facilitated a co-creation workshop with bankers and stakeholders to align on the most business-critical and user-relevant data. The redesigned interface now displays top opportunities by relevance and recency, giving bankers a clear, action-oriented view.
𖥔 Outcome: Improved clarity of opportunities and streamlined decision-making.
✓ Lending Pipeline Dashboard
We unified scattered credit and loan data from several outdated systems into a single Lending Pipeline Interface. Through interviews, we mapped out bankers’ information retrieval paths, then structured the dashboard to surface the most critical decision data first.
𖥔 Result: Reduced average task completion time by 8 minutes per transaction.
✓ Multiple Tabs Feature
To support multitasking, I designed a multi-tab interface that allowed bankers to switch between client profiles without losing context. Each tab displayed condensed, privacy-compliant snapshots of client information, including financial summaries and priority indicators.
𖥔 Result: Increased task completion efficiency and reduced cognitive load for users managing multiple clients simultaneously.
“Because of the new enhancements to profiles I feel more like an expert when servicing clients than ever."
Mike P.
Banker, with 10 years experience
“From the moment when they step in the door and walk up to the counter I am able to scan the profile and understand the clients' entire history before the conversation even begins."
Team Product Owner
Led Primacy Client KPI Objectives
“Because of the new enhancements to profiles I feel more like an expert when servicing clients than ever."
Mike P.
Banker, with 10 years experience
“From the moment when they step in the door and walk up to the counter I am able to scan the profile and understand the clients' entire history before the conversation even begins."
Team Product Owner
Led Primacy Client KPI Objectives