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To enable an end-to-end credit experience which supports credit origination growth and portfolio management through transparent and efficient processing empowered by an intelligent & compliant credit report.
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
Unified and Streamlined
Integrated Hub
Increased Capacity and Automation
Intelligent Process
Guided User Experience
Research Methods
We proceeded to conduct a heuristic audit of the platform, call logs and review of the documents. We then set up product surveys and interviews with internal users, that informed our understanding of the various pain points across the product experience and helped us aggregate artifacts and touch-points to inform the user journey.
Following, informed by gaps and problems to solve, we hosted insights workshops with leadership stakeholders where we discussed insights gathered to confirm objectives and facilitate decision-making on priority solutions for needs and pain resolution.
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.
Silicon 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
Built upon the SalesForce platform, the nCino app replaces the retiring “TurboCar”, and functions as SVB’s loan origination system.
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 product delivery
Ensure digital experiences represent SVB brand values
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Journey Map at a Glance
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UX UI Designer
Contractor
Finance
7 Months
role
industry
duration
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Prioritization Workshop
Interview Insights Gathering
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Document Review and Audit
Call Log Analysis
Prioritization Workshop
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discovery phase
defining the problem + ideating solutions
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Journey Map
Journey Map
Current State Blueprint
Personas
Personas at a Glance
Jobs to be Done
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product vision
design priorities
product focused task
design role
Background + Objectives of the Project
Process and Design Approach
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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
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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
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User Testing Survey
Design Specs for Handoff
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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! “