Springboard
Designing credit union software for a range of credit union representatives
Team
Farica Carroll, Irene Moltaban, Tom Ilmensee
Skills
User Research
UI & UX Design
Industry
Fintech
Date
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.
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.
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:
Promote Speed and focus
Member-centric application
Maintain information from Legacy
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.
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.
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.
Outcomes