Philosophie
Designing credit union software to enable reps to service members
Skills
UX Design, User Research
Industry
Fintech
Team
Farica Carroll, Irene Moltaban
Date
2020-2021
Philosophie
Designing credit union software to enable reps to service members
Skills
Strategic Design
User Research
My Role
Co- Product Designer
Team
Farica Carroll, Irene Moltaban
Date
2020-2021
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.
Problem
We learned early on about members’ experiences with the Springboard application. We asked representatives to walk through their workflow of assisting members with tasks, and learned a variety of issues with the platform, including the application performing slowly, members having to use too many disparate systems, and representatives not having a holistic picture of members’ financial picture. In the redesign, we wanted to balance all aspects in the redesign.
Solution
We redesigned the application to a representative loading a credit union members’ suite of products, instead of individually loading a product at a time. This streamlined navigation pattern, allowed for more efficient service calls and faster resolution.
Solution
We redesigned the application to a representative loading a credit union members’ suite of products, instead of individually loading a product at a time. This streamlined navigation pattern, allowed for more efficient service calls and faster resolution.
Solution
We redesigned the application to a representative loading a credit union members’ suite of products, instead of individually loading a product at a time. This streamlined navigation pattern, allowed for more efficient service calls and faster resolution.
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.
Philosophie
Designing credit union software to enable reps to service members
Skills
UX Design, User Research
Industry
Fintech
Team
Farica Carroll, Irene Moltaban
Date
2020-2021
Design Principles
I led the team to finalize on a set of design principles in order to redesign the application, after speaking with a variety of credit union representatives. We ensured the principles were rooted in the following:
Design Principles
I led the team to finalize on a set of design principles in order to redesign the application, after speaking with a variety of credit union representatives. We ensured the principles were rooted in the following:
Our team finalized on a set of design principles in order to redesign the application, after speaking with a variety of credit union representatives.
Design Principles
I led the team to finalize on a set of design principles in order to redesign the application, after speaking with a variety of credit union representatives. We ensured the principles were rooted in the following:
The audience
Springboard is sold to credit unions of various asset sizes. Roles at a credit union can vary from a frontline specialist to a fraud analyst, who are typically servicing around 100 customers a day within the Springboard application.
The audience
Springboard is sold to credit unions of various asset sizes. Roles at a credit union can vary from a frontline specialist to a fraud analyst, who are typically servicing around 100 customers a day within the Springboard application.
The audience
Springboard is sold to credit unions of various asset sizes. Roles at a credit union can vary from a frontline specialist to a fraud analyst, who are typically servicing around 100 customers a day within the Springboard application.
The audience
Springboard is sold to credit unions of various asset sizes. Roles at a credit union can vary from a frontline specialist to a fraud analyst, who are typically servicing around 100 customers a day within the Springboard application.
The audience
Springboard is sold to credit unions of various asset sizes. Roles at a credit union can vary from a frontline specialist to a fraud analyst, who are typically servicing around 100 customers a day within the Springboard application.
Information Architecture
The Springboard application had a variety of features we needed to account for in the redesign. I worked directly with Sara, the VP of Product Management, on ensuring we prioritize the most used features in the product experience. Eventually we prioritized the subcategories pertaining to each member into the following categories: Overview, Activity, Cards, Service History, Payments, Rewards, Risk and Settings.
Information Architecture
The Springboard application had a variety of features we needed to account for in the redesign. I worked directly with Sara, the VP of Product Management, on ensuring we prioritize the most used features in the product experience. Eventually we prioritized the subcategories pertaining to each member into the following categories: Overview, Activity, Cards, Service History, Payments, Rewards, Risk and Settings.
Information Architecture
The Springboard application had a variety of features we needed to account for in the redesign. I worked directly with Sara, the VP of Product Management, on ensuring we prioritize the most used features in the product experience. Eventually we prioritized the subcategories pertaining to each member into the following categories: Overview, Activity, Cards, Service History, Payments, Rewards, Risk and Settings.
Information Architecture
The Springboard application had a variety of features we needed to account for in the redesign. I worked directly with Sara, the VP of Product Management, on ensuring we prioritize the most used features in the product experience. Eventually we prioritized the subcategories pertaining to each member into the following categories: Overview, Activity, Cards, Service History, Payments, Rewards, Risk and Settings.
The Redesigned experience
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing, pictured above. My teammate and I diverged and created eight wireframe concepts to approach the member-centric navigation framework. Scalability was crucial, so I stress-tested our wireframe concepts against the 30+ screens and features in the legacy Springboard system to identify where the navigation might fail.
User Research
We iteratively tested the product with 72 different representatives, confirming the value of the member-centric view. Taking a hypothesis-driven approach, we gathered feedback that reinforced our direction for the redesigned application.
User Research
We iteratively tested the product with 72 different representatives, confirming the value of the member-centric view. Taking a hypothesis-driven approach, we gathered feedback that reinforced our direction for the redesigned application.
User Research
We iteratively tested the product with 72 different representatives, confirming the value of the member-centric view. Taking a hypothesis-driven approach, we gathered feedback that reinforced our direction for the redesigned application.
User Research
We iteratively tested the product with 72 different representatives, confirming the value of the member-centric view. Taking a hypothesis-driven approach, we gathered feedback that reinforced our direction for the redesigned application.
“I love the look and feel of the Modern Experience. The ability to see a more holistic view of the members entire relationship with the credit union and still maintain the ability to drill down to that card level data is great. This will help us see how the individual transacts with the credit union and give us the ability to offer rewards and cross sell products that are more tailored to the members specific needs more efficiently.”
- Crystal, Card Services Manager
“I love the look and feel of the Modern Experience. The ability to see a more holistic view of the members entire relationship with the credit union and still maintain the ability to drill down to that card level data is great. This will help us see how the individual transacts with the credit union and give us the ability to offer rewards and cross sell products that are more tailored to the members specific needs more efficiently.”
- Crystal, Card Services Manager
Final Prototype
We tested the final prototype with multiple credit union representatives, assuring there weren't any issues in the data elements presented on a page. Beta customers saw the most value in the Springboard’s Modern Experience features enhancement is in its ability to provide users with fast, easy access to account information across both debit and credit product lines.
Design System
I partnered with Engineering to ensure we built a scalable design system in Figma and StorybookJS, breaking down components into atoms, molecules, and templates, to ensure seamless development in the final product.
Outcomes
We launched a new experience with beta customers, simplifying training and improving overall efficiency for representatives. Customers saw improvement and value in the redesigned product experience, resulting in a 15% reduction in navigation time and 10% increase in resolved service calls.
Outcomes
We launched a new experience with beta customers, simplifying training and improving overall efficiency for representatives. Customers saw improvement and value in the redesigned product experience, resulting in a 15% reduction in navigation time and 10% increase in resolved service calls.
Outcomes
We launched a new experience with beta customers, simplifying training and improving overall efficiency for representatives. Customers saw improvement and value in the redesigned product experience, resulting in a 15% reduction in navigation time and 10% increase in resolved service calls.
Outcomes
We launched a new experience with beta customers, simplifying training and improving overall efficiency for representatives. Customers saw improvement and value in the redesigned product experience, resulting in a 15% reduction in navigation time and 10% increase in resolved service calls.
Information Architecture
The Springboard application had a variety of features we needed to account for in the redesign. I worked directly with Sara, the VP of Product Management, on ensuring we prioritize the most used features in the product experience. Eventually we prioritized the subcategories pertaining to each member into the following categories: Overview, Activity, Cards, Service History, Payments, Rewards, Risk and Settings.
The Redesigned experience
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing, pictured above.
User Research
We iteratively tested the product with 72 different representatives, confirming the value of the member-centric view.
“I love the look and feel of the Modern Experience. The ability to see a more holistic view of the members entire relationship with the credit union and still maintain the ability to drill down to that card level data is great. This will help us see how the individual transacts with the credit union and give us the ability to offer rewards and cross sell products that are more tailored to the members specific needs more efficiently.”
- Crystal, Card Services Manager
Final Prototype
We tested the final prototype with multiple credit union representatives, assuring actions made sense and there were no issues in the data elements presented on a page.
Design System
I partnered with Engineering to ensure we built a scalable design system in Figma and StorybookJS, breaking down components into atoms, molecules, and templates, to ensure ease of development in the final product.
Outcomes
We launched a new experience with beta customers, simplifying training and improving overall efficiency for representatives. Customers saw improvement and value in the redesigned product experience with quick access to information, resulting in a 15% reduction in navigation time and 10% increase in resolved service calls.
During my time at Philosophie, I led the 0-1 redesign of a legacy credit union software that enables representatives to easily service their members in a cross-functional team. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles.