Visualizing member experiences for organizational focus and alignment
In 2022, a quarterly review of our loan products surfaced a trend of slowing growth and decreasing satisfaction among new members acquired through credit cards. The leadership of the line of business expressed confidence that improving the member experience would reverse the trends. I partnered with the product manager from the line of business to organize a dynamic project team aimed at addressing uncertainties and discovering key opportunities to drive more member value.
Designing a valuable banking experience to attract and onboard young adults
In late 2020, our executive team sought to address slowed growth with new customers and identified a market opportunity with young working adults newer to personal finance. An articulated vision and validated, high-level concept aligned our teams around a simplified and informative new account opening experience for our prospective customers. However, additional work was still needed to bring this future closer to one that our development teams could deliver faster.
Systematizing our innovation framework to achieve meaningful results faster
In just a few years, our product design team had grown a reputation for being an exceptional project partner and group to work with. Our efforts were thorough, engaging, and transparent. But there was one glaring flaw. We took a long time to deliver meaningful results. And it was totally avoidable. How might we revamp and systematize our design innovation framework to deliver faster? It began with a quick visualization and assessment of our current framework and capabilities.
How we designed a strategy to shape a compliant future for our overdraft services
In late 2021, the CFPB announced efforts to crack down on aggressive overdraft fees with an intent to set and enforce more stringent guidelines that protected the consumer. The impending actions of the CFPB would have a direct impact on our overdraft services and an indirect impact to the unique benefits we offered our members. We needed to find a sustainable way to continue providing financial assistance while complying with new regulations and remaining profitable.