Projects / Springboard
Projects / Springboard
Springboard
Modernizing legacy credit union software to empower representatives to serve members more effectively.
Springboard
Modernizing legacy credit union software to empower representatives to serve members more effectively.
Springboard
Modernizing legacy credit union software to empower representatives to serve members more effectively.
Springboard
Modernizing legacy credit union software to empower representatives to serve members more effectively.
Overview
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. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles, iteratively improving the product based on credit unions' representatives' mental models.
Role
Product Designer Workshop Facilitator
Team
Product Designer UX Strategist Technical Product Owner VP of Product Management
Timeline
8 months
Impact
Reduced time spent per member by 10% Reduced customer service calls by 15%
Overview
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. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles, iteratively improving the product based on credit unions' representatives' mental models.
Role
Product Designer Workshop Facilitator
Team
Product Designer UX Strategist Technical Product Owner VP of Product Management
Timeline
8 months
Impact
Reduced time spent per member by 10% Reduced customer service calls by 15%
Overview
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. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles, iteratively improving the product based on credit unions' representatives' mental models.
Role
Product Designer Workshop Facilitator
Team
Product Designer UX Strategist Technical Product Owner VP of Product Management
Timeline
8 months
Impact
Reduced time spent per member by 10% Reduced customer service calls by 15%
Overview
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. Previously designed and developed by a team of developers, we conducted the redesign applying human-centered design principles, iteratively improving the product based on credit unions' representatives' mental models.
Role
Product Designer Workshop Facilitator
Team
Product Designer UX Strategist Technical Product Owner VP of Product Management
Timeline
8 months
Impact
Reduced time spent per member by 10% Reduced customer service calls by 15%
Problem
Credit unions are constrained by a card-centric model that prevents a holistic understanding of members’ financial relationships.
Our team interviewed credit union representatives across the country to understand their workflows and pain points. We focused on Springboard, a software platform used by credit union staff to serve their members. Originally built by developers in the 1990s, the legacy system presented several challenges. Representatives struggled with a product-centric interface that made it difficult to see a member’s complete financial picture. In addition, the application was slow to load, hindering their ability to provide timely support.
Problem
Credit unions are constrained by a card-centric model that prevents a holistic understanding of members’ financial relationships.
Our team interviewed credit union representatives across the country to understand their workflows and pain points. We focused on Springboard, a software platform used by credit union staff to serve their members. Originally built by developers in the 1990s, the legacy system presented several challenges. Representatives struggled with a product-centric interface that made it difficult to see a member’s complete financial picture. In addition, the application was slow to load, hindering their ability to provide timely support.
Problem
Credit unions are constrained by a card-centric model that prevents a holistic understanding of members’ financial relationships.
Our team interviewed credit union representatives across the country to understand their workflows and pain points. We focused on Springboard, a software platform used by credit union staff to serve their members. Originally built by developers in the 1990s, the legacy system presented several challenges. Representatives struggled with a product-centric interface that made it difficult to see a member’s complete financial picture. In addition, the application was slow to load, hindering their ability to provide timely support.
Problem
Credit unions are constrained by a card-centric model that prevents a holistic understanding of members’ financial relationships.
Our team interviewed credit union representatives across the country to understand their workflows and pain points. We focused on Springboard, a software platform used by credit union staff to serve their members. Originally built by developers in the 1990s, the legacy system presented several challenges. Representatives struggled with a product-centric interface that made it difficult to see a member’s complete financial picture. In addition, the application was slow to load, hindering their ability to provide timely support.
The Audience
Springboard was sold to a variety of credit unions, ranging in asset sizes. The primary user could be a credit union representative who is specialized, such as a fraud specialist or a cards specialist. Alternatively, the some users are more generalized, such as a frontline representative, who can accomplish more specific functions within Springboard.
The Audience
Springboard was sold to a variety of credit unions, ranging in asset sizes. The primary user could be a credit union representative who is specialized, such as a fraud specialist or a cards specialist. Alternatively, the some users are more generalized, such as a frontline representative, who can accomplish more specific functions within Springboard.
The Audience
Springboard was sold to a variety of credit unions, ranging in asset sizes. The primary user could be a credit union representative who is specialized, such as a fraud specialist or a cards specialist. Alternatively, the some users are more generalized, such as a frontline representative, who can accomplish more specific functions within Springboard.
The Audience
Springboard was sold to a variety of credit unions, ranging in asset sizes. The primary user could be a credit union representative who is specialized, such as a fraud specialist or a cards specialist. Alternatively, the some users are more generalized, such as a frontline representative, who can accomplish more specific functions within Springboard.
The Audience
Springboard was sold to a variety of credit unions, ranging in asset sizes. The primary user could be a credit union representative who is specialized, such as a fraud specialist or a cards specialist. Alternatively, the some users are more generalized, such as a frontline representative, who can accomplish more specific functions within Springboard.
Electronic Service Representative
Electronic Service Representative
Erin
Background
Common Actions
10-15 years of experience with Springboard
Investigate possible Fraud
Review member's Flex Points Account
Process replacement card
10-15 years of experience with Springboard
Generalist
Background
Common Actions
Process replacement card
Review debit transaction history
Process replacement card
8-10 years of experience with Springboard
Card Specialist
Casey
Generalist
Specialist
CO-OP representative
Common Actions
Create memos on behalf of reps
Review a member's possible fraud
Background
Acts on behalf of a credit union representative
Design Principles
After uncovering key frustrations credit union representatives had with Springboard, I partnered with another designer to define our core principles for the redesign. A primary goal was to shift from a product-centric to a member-centric experience—empowering representatives to quickly understand a member’s full financial picture when handling calls about disputes or lost/stolen cards. Since representatives serviced 50-100 customers a day, it was important to optimize for speed and accuracy.
Design Principles
After uncovering key frustrations credit union representatives had with Springboard, I partnered with another designer to define our core principles for the redesign. A primary goal was to shift from a product-centric to a member-centric experience—empowering representatives to quickly understand a member’s full financial picture when handling calls about disputes or lost/stolen cards. Since representatives serviced 50-100 customers a day, it was important to optimize for speed and accuracy.
Design Principles
After uncovering key frustrations credit union representatives had with Springboard, I partnered with another designer to define our core principles for the redesign. A primary goal was to shift from a product-centric to a member-centric experience—empowering representatives to quickly understand a member’s full financial picture when handling calls about disputes or lost/stolen cards. Since representatives serviced 50-100 customers a day, it was important to optimize for speed and accuracy.
Design Principles
After uncovering key frustrations credit union representatives had with Springboard, I partnered with another designer to define our core principles for the redesign. A primary goal was to shift from a product-centric to a member-centric experience—empowering representatives to quickly understand a member’s full financial picture when handling calls about disputes or lost/stolen cards. Since representatives serviced 50-100 customers a day, it was important to optimize for speed and accuracy.
Information Architecture
Systematizing Springboard's Capabilities
Credit union represenatives were used to a certain mental model of Springboard. Frequently conducting actions such as reporting a card lost/stolen, or reviewing transactions, representatives have to navigate frequently between screens. Accounting for all features of the application to maintain consistency, I worked with another designer and the VP of Product to prioritize the site map.
Information Architecture
Systematizing Springboard's Capabilities
Credit union represenatives were used to a certain mental model of Springboard. Frequently conducting actions such as reporting a card lost/stolen, or reviewing transactions, representatives have to navigate frequently between screens. Accounting for all features of the application to maintain consistency, I worked with another designer and the VP of Product to prioritize the site map.
Information Architecture
Systematizing Springboard's Capabilities
Credit union represenatives were used to a certain mental model of Springboard. Frequently conducting actions such as reporting a card lost/stolen, or reviewing transactions, representatives have to navigate frequently between screens. Accounting for all features of the application to maintain consistency, I worked with another designer and the VP of Product to prioritize the site map.
Information Architecture
Systematizing Springboard's Capabilities
Credit union represenatives were used to a certain mental model of Springboard. Frequently conducting actions such as reporting a card lost/stolen, or reviewing transactions, representatives have to navigate frequently between screens. Accounting for all features of the application to maintain consistency, I worked with another designer and the VP of Product to prioritize the site map.
.
Defining Navigation
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing. We diverged and created wireframe concepts to promote the member-centric navigation framework. Before consolidating on a direction, we tested our wireframe concepts against the 30+ screens and features in the Legacy Springboard system to identify where the navigation might fail.
Defining Navigation
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing. We diverged and created wireframe concepts to promote the member-centric navigation framework. Before consolidating on a direction, we tested our wireframe concepts against the 30+ screens and features in the Legacy Springboard system to identify where the navigation might fail.
Defining Navigation
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing. We diverged and created wireframe concepts to promote the member-centric navigation framework. Before consolidating on a direction, we tested our wireframe concepts against the 30+ screens and features in the Legacy Springboard system to identify where the navigation might fail.
Defining Navigation
We converged on a navigation pattern that would easily allow representatives to get a holistic understanding of the member they’re servicing. We diverged and created wireframe concepts to promote the member-centric navigation framework. Before consolidating on a direction, we tested our wireframe concepts against the 30+ screens and features in the Legacy Springboard system to identify where the navigation might fail.
The final navigation pattern - ensures features have a corresponding home at scale.
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.
The Final Springboard Prototype tested with credit union representatives.
“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
First Tech Credit Union
“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
First Tech Credit Union
“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
First Tech Credit Union
“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
First Tech Credit Union
“ It's super helpful that you can go to transaction history and then it goes into more detail about service and you can expand on it.
- Dana
Frontline Representative
DOW Credit Union
“ It's super helpful that you can go to transaction history and then it goes into more detail about service and you can expand on it.
- Dana
Frontline Representative
DOW Credit Union
“ It's super helpful that you can go to transaction history and then it goes into more detail about service and you can expand on it.
- Dana
Frontline Representative
DOW Credit Union
“ It's super helpful that you can go to transaction history and then it goes into more detail about service and you can expand on it.
- Dana
Frontline Representative
DOW Credit Union
The Final Springboard Prototype tested with credit union representatives.
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 20% 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 20% 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 20% 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 20% reduction in navigation time and 10% increase in resolved service calls.