Philosophie
At Philosophie, I worked directly with a financial company, CO-OP. CO-OP approached Philosophie with the goal to be a leader in financial software, specifically for credit unions. CO-OP’s clients, credit unions ranging in asset sizes from $25k to $25 billion, use Springboard to service members, from disputing a transaction to reporting a card as lost/stolen. My team worked on a redesign of the application, using iterative user research and agile principles.
User Research
Synthesis -> UX
Design systems
Prototyping
0-1 design
Springboard Research
Springboard is sold to a variety of clients with different roles and permissions, making the application complex. A typical user is either a frontline rep or card specialist. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. I worked directly with the user researcher to conduct generative research and task-centered usability testing to uncover credit union reps' needs and UX opportunities, and standardize UI patterns in the redesigned application.
Springboard is sold to a variety of clients with different roles and permissions, making the application design complex. Below is a screenshot of the original application we started working from. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. Our team conducted generative research to uncover important problems to tackle in the redesign and task-centered usability testing research to discover intuitiveness of redesigned functionality.
Springboard is sold to a variety of clients with different roles and permissions, making the application complex. A typical user is either a frontline rep or card specialist. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. I worked directly with the user researcher to conduct generative research and task-centered usability testing to uncover credit union reps' needs and UX opportunities, and standardize UI patterns in the redesigned application.
Restructuring the entire application entailed auditing the existing application, using the sitemap to prioritize the roadmap, and forming a set of design principles to start lo-fidelity ideation. Throughout the redesign, the redefined UI and experience decisions were guided by the following principles:
If it's not broken, don't try to fix it.
Accommodate (prioritize) all existing features
Promote speed and focus
Key Design Elements
Member Centricity
In the original Springboard, loading a credit union member entailed loading 1 product at a time, making it a tedious process to delve into each product's details. With the redesign, we wanted to focus on a member-focused view, where representatives can pull all products belonging to a member, to understand a full picture of related members, prior service history, and transactional activity.
Memos
Memos are automated line items with a cryptic series of characters to signify an action was completed in Springboard. After uncovering how memos are used, we refreshed memos to be action-oriented and follow a timeline-esque design pattern to paint a story for reps performing actions throughout a members' service history.
Transaction Activity
Performing an action on transaction activity is common among service representatives. Previously, transaction activity was paginated and scanned rigorously to drill down to a singular transaction. In the redesign, we added filters and search functionality to allow reps to ultimately find the requested transaction and complete actions, such as disputing or reversing a transaction, as soon as possible.
Key Design Elements
The Outcome
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
Process
Restructuring the entire application entailed auditing the existing applicaiton, using the application’s sitemap to prioritize areas to work on, and forming a set fo design principles to start lo-fidelity ideation. Throughout the redesign, our UI and experience decisions were guided by the following:
If it's not broken, don't try to fix it.
Accommodate (prioritize) all existing features
Promote speed and focus
The existing Springboard application
The existing Springboard application
Key Design Elements
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
The Outcome
The Outcome
I worked directly with engineering to create a Storybook design system of all the atomic level components to expedite feature development when rearchitecting Springboard. Although I didn't get a chance to see the MVP product come to fruition in production, the iterative user research and prototypes were handed off to the CO-OP team. Introducing a typically waterfall team to an agile way of working was a huge success on our team's end as well. From a product standpoint, designing the MVP product will result in increased efficiency from frontline reps across credit unions while servicing members using Springboard, allowing for easier onboarding for new representatives, accountability across different roles, and time reduction in servicing member requests.
Philosophie
Springboard Research
Springboard is sold to a variety of clients with different roles and permissions, making the application complex. A typical user is either a frontline rep or card specialist. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. I worked directly with the user researcher to conduct generative research and task-centered usability testing to uncover credit union reps' needs and UX opportunities, and standardize UI patterns in the redesigned application.
Restructuring the entire application entailed auditing the existing application, using the sitemap to prioritize the roadmap, and forming a set of design principles to start lo-fidelity ideation. Throughout the redesign, the redefined UI and experience decisions were guided by the following principles:
If it's not broken, don't try to fix it.
Accommodate (prioritize) all existing features
Promote speed and focus
At Philosophie, I worked directly with a financial company, CO-OP. CO-OP approached Philosophie with the goal to be a leader in financial software, specifically for credit unions. CO-OP’s clients, credit unions ranging in asset sizes from $25k to $25 billion, use Springboard to service members, from disputing a transaction to reporting a card as lost/stolen. My team worked on a redesign of the application, using iterative user research and agile principles.
User Research
Synthesis -> UX
Design systems
Prototyping
0-1 design
The existing Springboard application
Member Centricity
In the original Springboard, loading a credit union member entailed loading 1 product at a time, making it a tedious process to delve into each product's details. With the redesign, we wanted to focus on a member-focused view, where representatives can pull all products belonging to a member, to understand a full picture of related members, prior service history, and transactional activity.
Memos
Memos are automated line items with a cryptic series of characters to signify an action was completed in Springboard. After uncovering how memos are used, we refreshed memos to be action-oriented and follow a timeline-esque design pattern to paint a story for reps performing actions throughout a members' service history.
Transaction Activity
Performing an action on transaction activity is common among service representatives. Previously, transaction activity was paginated and scanned rigorously to drill down to a singular transaction. In the redesign, we added filters and search functionality to allow reps to ultimately find the requested transaction and complete actions, such as disputing or reversing a transaction, as soon as possible.
Key Design Elements
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
The Outcome
I worked directly with engineering to create a Storybook design system of all the atomic level components to expedite feature development when rearchitecting Springboard. Although I didn't get a chance to see the MVP product come to fruition in production, the iterative user research and prototypes were handed off to the CO-OP team. Introducing a typically waterfall team to an agile way of working was a huge success on our team's end as well. From a product standpoint, designing the MVP product will result in increased efficiency from frontline reps across credit unions while servicing members using Springboard, allowing for easier onboarding for new representatives, accountability across different roles, and time reduction in servicing member requests.
At Philosophie, I worked directly with a financial company, CO-OP. CO-OP approached Philosophie with the goal to be a leader in financial software, specifically for credit unions. CO-OP’s clients, credit unions ranging in asset sizes from $25k to $25 billion, use Springboard to service members, from disputing a transaction to reporting a card as lost/stolen. My team worked on a redesign of the application, using iterative user research and agile principles.
User Research
Synthesis -> UX
Design systems
Prototyping
0-1 design
Springboard Research
Springboard is sold to a variety of clients with different roles and permissions, making the application complex. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. Our team conducted generative research and task-centered usability testing to uncover credit union reps' needs and UX opportunities, and standardize UI patterns in the redesigned application.
Restructuring the entire application entailed auditing the existing application, using the sitemap to prioritize the roadmap, and forming a set of design principles to start lo-fidelity ideation. Throughout the redesign, the redefined UI and experience decisions were guided by the following:
If it's not broken, don't try to fix it.
Accommodate (prioritize) all existing features
Promote speed and focus
The existing Springboard application
Member Centricity
In the original Springboard, loading a credit union member entailed loading 1 product at a time, making it a tedious process to delve into each product's details. With the redesign, we wanted to focus on a member-focused view, where representatives can pull all products belonging to a member, to understand a full picture of related members, prior service history, and transactional activity.
Memos
Memos are automated line items with a cryptic series of characters to signify an action was completed in Springboard. After uncovering how memos are used, we refreshed memos to be action-oriented and follow a timeline-esque design pattern to paint a story for reps performing actions throughout a members' service history.
Transaction Activity
Performing an action on transaction activity is common among service representatives. Previously, transaction activity was paginated and scanned rigorously to drill down to a singular transaction. In the redesign, we added filters and search functionality to allow reps to ultimately find the requested transaction and complete actions, such as disputing or reversing a transaction, as soon as possible.
Key Design Elements
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
The Outcome
I worked directly with engineering to create a Storybook design system of all the atomic level components to expedite feature development when rearchitecting Springboard. Although I didn't get a chance to see the MVP product come to fruition in production, the iterative user research and prototypes were handed off to the CO-OP team. Introducing a typically waterfall team to an agile way of working was a huge success on our team's end as well. From a product standpoint, designing the MVP product will result in increased efficiency from frontline reps across credit unions while servicing members using Springboard, allowing for easier onboarding for new representatives, accountability across different roles, and time reduction in servicing member requests.
I worked directly with engineering to create a Storybook design system of all the atomic level components to expedite feature development when rearchitecting Springboard. Although I didn't get a chance to see the MVP product come to fruition in production, the iterative user research and prototypes were handed off to the CO-OP team. Introducing a typically waterfall team to an agile way of working was a huge success on our team's end as well. From a product standpoint, designing the MVP product will result in increased efficiency from frontline reps across credit unions while servicing members using Springboard, allowing for easier onboarding for new representatives, accountability across different roles, and time reduction in servicing member requests.