Sillicon Valley Bank
Leveraging design to improve usability and user experience, optimize process and increase efficiency of the nCino Salesforce Platform, across the Credit Onboarding Department
Project Overview
Built upon the SalesForce platform, the nCino app replaces the retiring “TurboCar”, and functions as SVB’s loan origination system.
In an effort to improve usability and user experience, optimize process and increase efficiency of the nCino app, the ask was to work closely with the Credit Onboarding Product Team at SVB in order to increase speed of product evolution, align experiences to human behavior, reduce burden within delivery pod and ensure digital experiences represent SVB brand values
Design Role
Ask questions and uncover pain points
Reframe problems to solve
Create User Journey Maps
Obtain and leverage behavioral insights
Simplify and standardize design assets
Improve usability and accessibility
Visualize and clarify impact
Balance executional and strategic design efforts
Process
Assess Needs
Worked closely across teams within the Credit Onboarding vertical, to assess their needs and identify opportunities and problems to solve for design team-efforts.
Obtain Insights
Co-hosted interviews and facilitated workshops to align on inputs needed and initial insights planning to get started with the design integration.
Map Scenarios & Journeys
Map user journeys to analyze current processes at various stages, identifying pain points and areas for improving the user experience. Develop personas to gain deeper insights into users' core motivations, roles, and needs, highlighting the value of enhancing the user experience.
Design Prototype
Created, tested and iterated design wireframes compatible with nCino's guidelines, by incorporating design changes to reduce cognitive load on user and increase ease of use.
Test, Refine & Advise
Conducted qualitative and quantitative user survey feedback on changes made. Refined and resolved prototypes by incorporating feedback. Created Design Specs for Developer Handoff.
Outcome
Joined a department that was still adapting its strategy to integrate design as part of the product change lifecycle.
Helped the client in 7 months fix the problem they were facing internally and adapting their product team to a prioritized backlog and new delivery lifecycle.
The changes were implemented across the internal digital products within the bank, regarding credit onboarding term sheets, resulting in a widely recognized and appreciated impact among users and stakeholders.