While working with Backbase, a leading digital banking provider, as a Principal User Experience Designer, we partnered with the Lake Mary, Florida-based credit union Addition Financial to build their digital applications for retail and business banking members.
I collaborated with the client to design and conduct a survey with business banking customers, gathering insights that informed and guided key design decisions.
I created the UX strategy, wireframes and high-fidelity prototypes and design guidelines to share the vision.
I partnered closely with front-end developers during implementation to ensure high design fidelity between the final product and the approved Figma designs.
The discovery phase was essential to understand the current state of the application, uncover usability issues, and gather insights into how users interacted with the product. This phase involved multiple research methods to ensure a comprehensive understanding of the user experience and the business processes involved.
We conducted surveys with business banking customers to understand their needs and how they use banking services. This survey, along with user interviews, helped prioritize design features.
We conducted in-depth interviews with a diverse set of users—ranging from long-time customers to new users—to gather qualitative feedback about their experiences with the application. These interviews focused on understanding their pain points, frustrations, and what they valued most in the application. Themes such as difficulty in scheduling service, confusion around the customer support process, and issues with paying invoices were consistently highlighted as areas of concern. Each interview led to a deeper understanding of the customer archetypes that would use the application.
The discovery phase was essential to understand the current state of the application, uncover usability issues, and gather insights into how users interacted with the product. This phase involved multiple research methods to ensure a comprehensive understanding of the user experience and the business processes involved.
The design thinking process is user-centric. It starts with an understanding or the users.
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We generated ideas, user flows, visual designs and prototypes based on defined goals and customer branding
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We tested design solutions with end customers and stakeholders to validate the user experience.
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We worked closely with developers to ensure the final output matched the original vision.
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The discovery phase was essential to understand the current state of the application, uncover usability issues, and gather insights into how users interacted with the product. This phase involved multiple research methods to ensure a comprehensive understanding of the user experience and the business processes involved.
