SunTrust Enterprise Accelerator Studio
As part of the innovative Accelerator Studio, leveraged Design Thinking, Strategic Foresight, and Lean Product/Agile methodologies to help identify and implement client centric business opportunities for the Wholesale Client Portal.
Conducted stakeholder interviews, field studies and used participatory design as methods of research. Created user flow/journey maps, wireframes and clickable prototypes.
Main areas of responsibility
- User Research
- Information Architecture
- UX Design
- Interaction Design
- Rapid Prototyping
- Responsive Development
Target and challenge
The user base for this project consists of business owners who need to manage credits and debits of a multitude of business checking/savings accounts individually and collectively.
The main requirements were transparency, friendliness and ease of use. Account holders needed to easily understand account standings, take action when needed, manage account users including and their permissions.
Problem and discovery
The Wholesale Client Portal (WCP) was very much in need of a complete overhaul in terms of the experience and the technological platform.
Users wanted access to data points and aggregate metrics that the current platform couldn’t support. User’s also desired an interface that was easier to navigate between accounts and provided a more intuitive approach to managing users and their very complex set of permissions.
I started discovery by interviewing stakeholders to nail down business objections. Next I met with a series of internal subject matter experts who represent the users point of view for interview and participatory design sessions. Lastly i needed to understand user on-boarding and permissions so i built relationships with internal cyber security team members
Outcomes and achievements
Through primary user research I was able to prioritize the most essential user needs as well as find redundancies in the existing customer journey. Uncovering redundancies gave us many opportunities to innovate the process and present a more streamlined approach to on-boarding users and managing bank accounts.
I iteratively designed wireframes and validated all decisions with feedback from those I built a rapport with during the discovery phase.
Managing account services
Each account has an array of services, users and entitlement groups that need to be created and managed. Accounts are added under TINs and can be further grouped and searched by account type and other keywords.
Create entitlement group
Entitlements are the specific functions that an account can take advantage of. Think of them almost like permission sets. A user can create a grouping of these entitlements and assign accounts to that in turn inherit specific functionality.
Dashboard
The dashboard is the main landing spot for users to get high level information and take advantage of actionable items.
Account widgets show an array of different information as needed. Advanced searching and filtering with custom tags is provided to quickly gain access to needed accounts and group them in ways that makes the most sense to the user.
Users
Each user has an array of services, accounts and entitlement groups that need to be created and managed. Users can be grouped and searched by account type and other keywords.
