AlertBank
Redesign of a web application for managing banking issues
Client
Foundever
Role
UX Designer
Entrenched habits among users
AlertBank is a web application that manages banking customer issues, such as unblocking a credit card, reporting a lost credit card, and other similar problems.
The application had been used for years by banking agents who were accustomed to the software. There was a technical need to redevelop the application, but the users did not really want it to change.
The request was simply “to change the colors to make it more modern.”
Texts and images in screens have been modified so as not to disclose confidential information.
Achievement
Convincing a Resistant Team:
By conducting an analysis of the existing user journeys, identifying pain points, and presenting multiple optimization alternatives, I successfully persuaded an initially resistant team to undertake a redesign of specific product user journeys.
AlertBank – Legacy version
Some Research
Good and Bad Habits
The application was very outdated, and the user journeys were not well optimized, so I decided to conduct a brief UX research to better understand user habits.
These habits were not necessarily all good; some were workarounds to avoid some friction points in the application.
So, despite the initial request to only redesign the UI, I wanted to propose some UX improvements.
Encouraging Change
Multiple Proposals
Knowing that certain changes might not be accepted by the project managers, I chose to propose several solutions for each user flows, from slight modifications that just slightly improve the experience, to more structural changes.
By presenting multiple options while leaving the choice open, I aimed to encourage project managers to analyze the current journeys and compare them with the proposals to better understand the journey issues in the current application.
AlertBank – First Wireframe
AlertBank – Diffrents choices for a user flow
AlertBank – UI Design by the Lead Designer
Collaboration with the Lead Designer
On this project, I conducted research, designed wireframes and simple prototypes. After the wireframes and user flows were validated by the project managers, the final UI was designed by the Lead Designer, who is the architect of Foundever’s global Design System.
We worked collaboratively until the final designs were delivered.
AlertBank – Wireframe
AlertBank – Wireframe
