I had made my personal goal to bring human-centered design to Interbank. I led this change process, that included implementing new design and agile development methodologies.
My role
Digital Banking Manager—Defined design strategy and work processes. Hired and coached team members. Hands-on UX design. Managed resources, budgeting and relationships with stakeholders.
I led the implementation of new processes, including a research-informed design approach and an agile development methodology. The process resembled the following:
Quantitative and Qualitative Research
Design Patterns + Heuristics
Core System Capabilities
Initial Wireframes
Lo-fi Prototype
User Testing
Branding and Visual Design
Hi-Fi Prototype
Sprint Development + QA
User Testing
Version Release
Friends + Family Testing
Closed Beta Testing
Public App Store Release
We created a new Agile design and development team, which I supervised. I was also directing two additional teams that supported other banking web applications.
The first release of the new app had a user rating of 4.5 stars in the App Store (Interbank’s previous banking app had 2.5 stars—which isn’t uncommon in the banking app world)
Positive user feedback: “A pleasure to use”, “The best app for paying bills!” or “Doesn’t feel like a bank”. A process was set in place to feed the desing process with the user's community feedback.
Weekly downloads increased 50% the week after release and 20% thereafter—with no marketing.
Digital Banking Manager, Commercial Manager, Project Lead, Product Owner, Scrum Master, System Architect, three Front-end Developers, two Back-end developers, two UX Designers, Visual Designer, two QA Specialists.