Blink + Wells Fargo
Bankers are currently using multiple applications to service customers. This takes time away from bankers rather than servicing their customers. HMW design an experience that allows bankers to access all the necessary tools to service customers?
The project started off with 15 stakeholder interviews. During these sessions I spoke with product owners, developers, and design team about their goals for the project and what they know about banker pain points. These interviews also gave insight into the life cycle of the product changes.
The initial step of foundational research was conducted in order to understand agents' pain points in their daily digital ecosystem. This information combined with the information from stakeholder interviews helped us as designers form concepts to test with bankers.
Phase 1 Testing
Key concepts for testing include home page, deep-linking task framework and global launcher. The home page is a personalized, role-based screen with content that helps the agents prepare for their day. This screen includes updates to keep up with new developments within the company. The deep-linking task framework is a highly flexible environment that provides "one-click access" to functions and content needed to provide service to customers. The Global launcher serves as a centralized search-based interface that allows bankers to quickly find functions and content.
Deep-linking task framework
To keep our bankers at top of mind, and build empathy within the product, scenario-driven flows were created for Banker, Customer Service, and Teller roles. Scenario roles were created based on phase 1 testing.
Phase 2 Testing
Bankers recognized and valued having everything in one place as the core benefit, which provides them with a simple and intuitive workflow experience.
Role-based user profiles were adjusted based on research findings and presented to all stakeholders.
The final design screens were handed to the Wells Fargo team. The design team is encouraged to continue evaluation with ongoing interactive testing.
Rounds of testing
Our work delivered a dynamic Integrated Agent Desktop Experience that serves banker, teller, management and customer service roles. Bankers recognized and valued having everything in one place as the core benefit. The Wells Fargo design team is encouraged to continue evaluation with ongoing interactive testing. With more time the global launcher could be more complex with additional features to better service bankers in their role.