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
Map Scenarios & Journeys
In tandem with our foundational research, we worked to develop personas and journey maps to demonstrate additional value, impact and enhancement of the user experience.
After discovery on items deemed as high priority by leadership stakeholders, we categorized and prioritized inputs required to make innovation actionable to then provide ideas and recommendations on how to address them.
Increase speed of product evolution
Align experiences to human behavior
Reduce burden within product delivery
Ensure digital experiences represent SVB brand values
Journey Map at a Glance
UX UI Designer
Contractor
Finance
7 Months
role
industry
duration
Prioritization Workshop
Interview Insights Gathering
Document Review and Audit
Prioritization Workshop
defining the problem + ideating solutions
Journey Map
Journey Map
Current State Blueprint
Personas
Personas at a Glance
Jobs to be Done
product focused task
design role
Understand the current state of the credit onboarding process, by mapping out the different stages, how users feel, their pain point and who is involved across the journey.
Understand opportunities in the current user experience and prioritize service improvement and platform efforts. Propose an improved future state highlighting problem-solving opportunities.
Provide context on the persona, their team, top role priorities, and their core motivation and needs surrounding Credit Onboarding. Provides top opportunities to improve the persona's experience.
Define, categorize, and prioritize inputs required to make innovation actionable.
Provide ideas and recommendations on how to address them. and the jobs to be done for product development
Create and Iterate Proposed Enhancement
Prototype criteria informed by goals, current state and desired impact to release schedule.
prototype solutions
Test, Refine, Advise
Conduct qualitative and quantitative user survey feedback on changes made. Refine and resolve prototypes by incorporating feedback. Create Design Specs for Developer Handoff.
user testing + iteration + handoff
what i came to do
What i did
testimonial
victor corral
Director of design operations at svb
outputs
outcome
User Testing Survey
Design Specs for Handoff
Success Story Testimonial
Joined a department that was still adapting its strategy to integrate design as part of the product change lifecycle
Worked closely across teams within the Credit Onboarding vertical, to assess their needs and identify opportunities for design team-efforts.
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.
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.
12 Personas
4 Journey Maps
1 Service Blueprint
3 Usability Surveys
New Wireframes
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.
“ Andrea, I want to thank you for being a part of our team this past year. I’m grateful for the time we had you and for the talent + skills you bought to the team and SVB.
You had a big impact in a short time and we will miss you, already do! “