Apologies! but as per the Non-Discloser Agreements (NDA) between me and the client I can't use business name, logo and any kind of brand identity. So! here I am going to refer my client as 'Leading US Bank'. It's not that I choose that name to just address it, but my client is really a giant American bank.
Any way in January 2018 when I joined Synechron (my mother company) I came to know about this client and line of business that's Wholesale Channel Technology I was very excited.
This LOB is using huge app and I was a part of its UX team for some modules.
Inside the Wholesale Banking Channel Technology (the line of business) there are 10 modules including 'Commercial Mortgage Service', PRT, LAMS and many others and all are linked with each other through a bridge named 'Credit Bridge Asset Management' or CBAM. I was involved in those three modules but in this case study will talk about only the first one, that's 'Commercial Mortgage Service' or CMS.
All modules linked through CBAM are used for the bank's internal use for analysis and report generating purpose. Depending on those reports a bank employee can know credit eligibility and credit position of a bank customer. CMS needs some static and floating market data and a critical formula uses those data to generate the report.
CMS keeps tracking the value of the mortgage property. For an example, John Doe a bank customer, has taken a loan against a mortgage property and he has given this property on a rent to a third party. CMS will track the value of the property and income generated from that. If there is any chance that the income may go down due to volatility in economy and the margin between John’s income and monthly installment goes narrow CMS will alert and bank’s customer relation manager will act as per norms.
In a reverse case if the margin becomes wider the same manager can offer John, an increment in loan amount.
Problem Statement:
Enhancing the enterprise application’s usability to provide a smooth and intuitive experience for users.
Project Summary:
Optimizing the enterprise application’s interface and interactions to better serve its users.
Goals and Objectives:
Improve user engagement and retention by simplifying navigation and incorporating intuitive features. Reduce user frustration by addressing pain points in the existing app.
Target Audience:
Age braket 20–60 years. Varying levels of tech-savviness.
Research Methods:
Conducting contextual interviews and usability testing to gather insights into user needs and pain points within the app.
Design Process:
Applying user-centered design principles to redesign key app screens, validating changes through user testing and feedback.
Project type
Fixed time
Time line
120 weeks
Cross functional teams
In CMS web app employees' influncial data can be viewed and edited by the user but under some ristrictions. Depending on situations data is showcased and enabled for editing. Based on situations different designs for every page is done.
A series of user interviews were conducted to understand user goals and pain points and to unearth any unexplored areas.
15 users were interviewed. goal is to understand how users interact with complex, task-driven systems used in a professional setting. These interviews are different from B2C because enterprise users prioritize efficiency, accuracy, workflow integration, and reliability over visual delight. The idea of the questionnaire is to keep it ...
Empathy map is used in design thinking to gain a deeper understanding of a user's perspective, thoughts, feelings, and behaviors, helping to identify their needs and motivations.
Helped team understand user needs, behaviors, and motivations.
Provided insights to inform design decisions.
Helped teams communicate user insights effectively, especially to stakeholders.
Encouraged teams to "get inside the heads" of users.
Can never see all the data clear. Background and font color difference is low. Too many colors irritate users.
Can never see the uniformity within the app or even a page.
Can never find data with in content. Positioning not done properly.
Can never understand the subject and body. Not grouped properly.
This is the process of reviewing a product’s implementation to ensure that the final build matches the intended design specifications before release. It’s like the final “pixel detective” stage—making sure the vision in Figma doesn’t get lost in translation when developers bring it to life.
Done QA before the release candidate is finalized, saved rework time. Prioritized critical UX defects over pixel-perfect fixes when deadlines are tight. Kept a version-controlled QA doc so issues aren’t lost in chat threads. Paired with developers during the QA pass for faster iteration.
New & Imaginative Ideas. View things in new ways. Generate new possibilities and alternatives. Solution is guaranteed.
People talk a lot about and I do it, that make my Client feel proud. It makes the Brand easier to remember and for longer time.
It turns a very ordinary thing into more Attractive one. Kind of a magic it works like but not an illusion.