Problem

The Fortune 50 bank's credit services division had a digital transformation, consolidating data from different databases into a more modern microservices architecture. However, the executives needed an analytics dashboard interface to make the data useful. The biggest problem was the "Holy Spreadsheet" method, where all the data lived on a master spreadsheet being shared via email between teams. This led to expensive errors and frustration. As the Lead UX Designer, I interviewed users and synthesized qualitative data to identify problems. Communication breakdowns were rampant due to political schisms between operations and marketing, which defined how Credit Services operated. The neglected IT department built numerous single-purpose applications for middle-managers and small teams that didn't talk to each other.

Solution

I designed an interface centered around accessing data at different levels of specificity using a "drilldown" interaction pattern. The interface addressed the "Holy Spreadsheet" problem by providing access to data below a summary of the data through simple tables. Through lo-fi prototyping and testing with stakeholders, we verified that this was indeed the problem worth solving. We adjusted the app to have three distinct states for different team roles based on insights gathered during testing: accurate staffing/materials forecasting for Operations executives, efficiency metrics and regulatory compliance for Marketing executives, and technical efficiency metrics and quick error identification for IT executives. After several iterations and tests, we moved from lo-fi into hi-fi mockups and worked with the team to build the frontend until project completion.

Impact

Improved communication among teams by addressing communication breakdowns caused by political schisms.
Increased productivity by eliminating expensive errors and frustration stemming from sharing data via email.
Provided access to specific data levels through simple tables resulting in improved decision-making.

"This project had an incredible impact on our organization, saving us time and money while improving productivity and decision-making."

Team

Lead UX Designer - Zack
- Interviewed users and synthesized qualitative data to identify problems.
- Designed an interface centered around accessing data at different levels of specificity using a "drilldown" interaction pattern.
Product Manager - Sarah
- Oversaw the project from start to finish, ensuring that it stayed on track and met all requirements.
- Worked with stakeholders to gather feedback and make necessary adjustments throughout the process.

Bank's UX Redesign Boosts Productivity, Decision-Making