Problem:
Our financial institutions expressed the pain point of their customer service representatives having to spend an increasing number of hours on calls from their customers with basic issues like locked accounts and forgotten passwords…

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Fraud and Claims Case Study

The problem:

The current process for filing a fraud claim at our financial institution is known to be a painful experience for our customers.  The process normally starts with an IVR call for transaction verification and then can span across two to three different customer service departments via phone call…

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Material Re-Design Exploration

The purpose of this exercise was to explore our current android application and how it could look updated to material design standards

Apartment Building of the Future

Context:
In this concept, the goal was to show how a iOS app could function as a virtual assitant to control your high rise New York City apartment.  The app in combination with smart locks would allow the user to grant apartment access to their friends, family or temporary guests like delivery persons or construction workers

My Role:
Was to show what the experience could look like in a stand alone iOS application.  Both using text chat or controlled by the users voice

Version 2 Visuals

Version 2 Wires

Version 2 Whiteboarding

Version 1 Visuals

Version 1 Wires

Context:
Our Financial Institutions had expressed interest in understanding what they could do with blockchain.  The decision was made to demonstrate this technology by building a employee engagement tool that included a standalone corporate currency.  The tool was initially launched within our own company for testing and then planned to launch to a small number of our clients for pilot. 

My Role:
Was to lead the project from a design perspective.  We started by researching engagement tools in the marketplace.  From there I created designs starting from sketches to wireframes to a testable prototype.  I then worked closely with the developers up until launch

Results:
During the first 3 weeks of our experiment we saw the following results:

• 80% sign up rate
• 352 services posted
• 336 services sold

Skills Used:
Sketching, Wireframing, Prototyping, Visual Design

Context:
For our semiannual company wide hack-a-thon our team created a mobile game that could serve as an experiment to help our younger users learn healthy saving habits.  The concept was to give users a virtual pig to care for.  Money transferred from their checking to savings account would be logged as in-game currency they could use to take care of their pig (i.e food, play, affection).  As time went on the affection meter would slowly decline prompting them to continue to transfer small amounts into their savings account.

My Role:
Our team consisted of a developer and myself.  We had 3 short days to complete the project.  My job was to create all of the assets, animations and ux flows

Skills Used:
Visual Design, Illustration, Animation, Storyboarding

Gamified Experience

Dashboard Concepts

Gamified Experience Testing

Paper Prototype

Context:

Many of our Financial Institutions had expressed interest in a loyalty product that would integrate into their existing mobile banking application.  Our job was to launch a pilot with a limited number of customers that would serve as a proof of concept prior to launch.  During this pilot we were able to split tested two different approaches.  One of which included a form of gamification

Questions:

• Will a loyalty program increase user engagement?
• Will a gamified experience lead to more engagement over a traditional loyalty experience?

My Role:

Was to start by conducting user research and test a variety of different approaches on gamification through experimentation on Amazon turk.  Taking in the data and insights through the experimentation I designed an experience for the pilot.  Throughout the design process we prototyped, tested and iterated on the design using various stages of fidelity.

Pilot Results:

• 90% participation rate among users who opted in
• Normal banking activities increased 526% in 30 day period

Skills Used:

User research, Prototyping, Paper Prototyping, User Testing Split Testing, Wireframes, Visual Design

User Profile from Interviews

Customer Journey Map

Logic Flows for Voice Banking Product

Questions:

• Would our Financial Institutions and their customers be willing to do their banking tasks using their voice via the Amazon Echo?
• What kind of features make sense in this environment?
• What are the design principles and best practices to be used in the voice channel?

My Role:

My role was to kick off the initial user research which included customer interviews, empathy mapping, customer journey mapping and early prototyping.  Through our findings during the initial research phase design principles began to emerge which in turn led to the first iterations of the product. I also created logical flows and provided design documents on how to visual the script which would aid in the development.

Skills Used:

Deep Customer Empathy, User Research, Wireframing, Visual Design, Logical Flows, Prototyping, User Testing

Final Visual Design

Prototyping and Usability Testing

Wireframes and User Flows

Context: Re-design the existing tablet application for the baseline standard product

My Role: Was to lead the UX design from conception to implementation.

Skills Used: Sketching, Wireframing, Rapid Prototyping, Usablity Testing.

Platform: Ionic Framework.  Hybrid Application.

Final Visual Design

Wireframes & Process Flows

Context: Visa, Inc. intended to add card-linked offers to their current mobile application

My Role: My role was to manage the product design.  Starting with gathering requirements from stakeholders, writing user stories, creating wireframes, process flows and to work with developers to communicate product functionality.

Skills Used: Product Management, Product Design, User Stories, Wireframes, Process Flows.

Platform: iOS/Android