Bank of America
Bank of America offers top-tier financial services to internal and external customers worldwide. Customers use the multi-platforms to communicate and require fast and responsive applications.
/// Since the Simplified Workflow Tool - SWFT was in production, it quickly snowballed into an un-simplified tool. The application was built to provide users more control over the forms they were requesting from their clients, allow a platform for communication, and document exchange.
Our high level goals were to:
Make it faster and easier to use for everyone, everywhere.
Redesign features with minimal development.
Conduct user research, determine where to trim the fat, and redesign the SWFT product to support use cases.
/// In April 2023, I joined the ambitious enterprise product design team working closely with designers, developers, and stakeholders. I focused on the Simplified Workflow Tool (SWFT) used by thousands of users, refining and creating new application features and building the intake, configuration, and fulfillment forms. I worked on the product design and user research in a collaborative environment.
/// As the team quickly responded to customer requests, we understood the importance of taking a step back to analyze the user needs. In June 2024, we enlisted the research team to begin user interviews. I worked closely with the team to perform 10 user interviews. Each user was recorded on UserZoom, shared his screens, and provided the day-in-the-life walk through including pain points and wishlists. We gathered the information and analyzed their needs into our new designs.
/// As Bank of America began switching from Sketch to Figma in June 2024, I helped train the team on moving our prototypes to Figma, and redesigned the new templates, components, and libraries in Figma. We took the user feedback and improved the navigation, intake forms, and cards to load faster with less clicks. We followed up with the 10 users and the overall feedback was the SWFT product was much more user-friendly, faster, and easier to send communications to our customers. It was a success to hear we improved the product during a time of software transition.
