As the Senior UX Designer overseeing this initiative, I was responsible for the end-to-end user experience across both clients and branch teammates as the bank introduced new technology to support a specific deposit account type. The program touched 10+ products, each owned by a different product team, so my role centered on ensuring the experience felt consistent and connected across every touchpoint rather than designing a single isolated feature. I partnered closely with individual product teams, business partners, our design team, and technology partners to align the journey end to end.
While I can’t share proprietary details, this case study provides insight into my process for leading the end-to-end user experience for a specific account type deposit growth program, connecting client and teammate-facing tools to new technology.
Goals
- Alter the client and teammate experience to support new technology for a specific deposit account type
- Ensure consistency across 10+ connected products and journeys as each team implemented their piece of the experience
- Define the data needed to clearly communicate the new experience to both clients and teammates
- Prepare branch and contact center teammates for a smooth rollout through training and change management support
Walk the Wall Sessions
- Facilitated three “walk the wall” sessions, held roughly a month apart, using Figma to map out how all 10+ products connected across the full end-to-end journey
- Sessions combined in-person and virtual attendance, with each Product Owner presenting their section to the broader team
- Used each session to surface inconsistencies and open items across teams, refining the journey with each pass
- Final session included Risk & Compliance to review the experience against regulatory and disclosure requirements
Data & Technology Partnership
- Worked directly with technology partners to define what data clients and teammates needed to see to understand the new experience
- Collaborated with tech to build new data fields into existing systems so the same accurate information could be distributed consistently across all 10+ products
User Testing
- Conducted usability testing with both branch and contact center employees to validate the updated experience before rollout
Change Management & Rollout
- Consulted on training materials for branch teammates ahead of launch
- Identified likely questions and pain points teammates would encounter, helping shape training content to address them proactively
- Launched a consistent, connected experience for a new offering across 10+ products, aligning client and teammate-facing journeys under a single, cohesive experience
- Awaiting further rollout data and results following program completion
Deposit Growth Initiative
I led the end-to-end user experience across 10+ connected products as the bank introduced new technology for a specific deposit account type, aligning teams to deliver a consistent client and teammate experience