SVB Client Onboarding
Figma PrototypeRole
Solo UI/UX Designer for the first 2 years, Project Manager for the last 6 months with a team of 4.Client
Silicon Valley Bank Transformation OfficeContract through Signature Consultants.
Mandates
Prior to my engagement, some mandates had been set:- Mobile, Tablet and Desktop would be fully supported.
- Ask as few questions as possible
Objective
Transform the existing manual client onboarding process into a fast, scalable online experience.
Design Process
That title should actually be in quotes, due to aggressive timelines and resource challenges. Strategy and Tactics were called for, rather than Process. At project inception, the client had done very little internal web development. In addition, the project was chosen to pioneer the shift to Agile from Waterfall process. And further, discovery was ongoing and weekly causing major revisions to requirements.Team member interviews
In the absence of competitive research, most team members had worked in Fintech or Finance, and could be queried about best practices and norms in the wider industry.In the absence of competitive research, most team members had worked in Fintech or Finance, and could be queried about best practices and norms in the wider industry.
Informal testing
Each new team member would need an introduction to the prototype. This became an informal usability test: having them click through the InVisions themselves, and conducting a general interview.I did this with everyone I could, regardless of their role or background. In no case would they have made suitable test subjects, but in aggregate, good information came out of it.
