Banking UX/UI design of back-office systems.

PROJECT OVERVIEW.

• The product: Banking UX/UI design of back-office systems.
• The problem: Old-fashioned banking back-office solutions cause a lot of trouble. Banking back-office systems that are usually grey and soulless, created 20 years ago, go against their modern-looking appearance. An outdated back-office reduces the speed, quality, and value customer service could provide. Such core banking solutions demonstrate to banking employees that a modern digital approach is not valued. And despite fancy-looking customer solutions, the inner culture is often negatively impacted by a lack of human-centered solutions. The majority of current banking back-offices are slow, complex, clumsy, and leading the employees to mistakes instead of helping to avoid them, where mistakes literally cost money, clients, and reputation.
• The goal: Design a new back-office solution design solution is vitally important to ensure that all bank workers feel easy to use it.
• My role: UX/UI designer, UX researcher
• Responsibilities: Conducting interviews, paper, and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.

User research: summary.

I conducted interviews and created an affinity map from interviews and surveys to better understand the users I’m designing for and their needs. I started the research stage by conducting interviews with bank workers. Through this, I found the specifics of my client’s business and motivation for redesigning their existing product.

Pain points.

Personas.

Competitive audit.

At this stage, I analyzed the competitor companies and their core-banking solutions. I analyzed their advantages and weak points in the customer experience. This provided a clear view of the industry background. Our bank uncovered huge opportunities to differentiate their banking product as the majority of current back-office products offer inconvenient and out-of-date solutions. This inspired me to move forward to offer the industry an absolutely new approach with a completely reinvented product.

Design.

• Paper wireframes
• Digital wireframes

Paper wireframes.

While architecting the key screens, I had to keep in mind all the scenarios of the solution that affect its hierarchy and usability. The first wireframe I started with was a dashboard for a Customer Service Specialist. To reach the optimal solution, I modified it multiple times.

Digital wireframes.

As the initial design phase continued, I made sure to base the screen design on feedback and findings from the user research. Easy navigation was a key user need to address in the designs.

Usability study.

I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.

Design.

• Mockups
• Accessibility

Mockups.

Accessibility considerations.

The whole work took 6 months.