U.S. Bank Banker Cloud Apply

Company:

When: July 2021 - March 2024

The Story:

Banker Cloud Apply is a long-term project to replace very outdated legacy software that phone and branch bankers use to make customer applications. The goal is to create a fast, efficient and enjoyable experience for bankers and customers.

Result: Saved $45 million in reducing specific business line efforts, cut app completion by 90%, implementation time by 50%, and won U.S. Bank award. 91% of bankers are very satisfied and 97% are very confident about opening applications. Time saved isused to offer customers additional bank products.

UX Research Results

The New Experience: Clean and Quick

With the old legacy system, bankers were used to spending up to 45 mins to complete an application. The new Banker Cloud Apply (BCA) experience has many screens (from the product selection page all the way to the app completion page), yet it took the bankers only 5 minutes!

Note: bankers are "power users" aka will use the application many times a day for their work so design choices differed from the consumer space.

The legacy system was built 30 years ago. Here is an example.

The Phone vs. Branch Banker experience

Previously, phone bankers and branch bankers each used their own application portals. The BCA experience accommodates both types of bankers by capturing the different business requirements for each as well as for all bank products.

Below is an example of the digital consent page for phone and branch bankers.

Below is the phone banker version.

Below is the branch banker version.

A big project needs a design system: The Single Source Library

Organization of screens in a large project like this is crucial. When U.S. Bank moved from Sketch to Figma, I took the initiative to climb the steep learning curve to fully take advantage of the new tool. I came up with the Single Source Library, which enables me to automate design updates across all project files, replacing tedious and time-consuming manual updates

The result was so efficient and successful that I also made tutorial videos and presentations at the VID COP meeting. Five teams immediately reached out to me and began to adopt the Single Source Library method. As a VID COP lead, I was happy to influence the wider UX community on best practice sharing to make designers' lives easier and more efficient.

Below is an overview of how I organize a file for each screen in the flow. There are 3 main sections: the blue is for content. The green is for designs. The magenta is for error states.

The blue card is for content and houses all the components that go into the designs. Making a change here automatically results in a change in the design library that lives in the green and magenta cards

The green card is for annotations and designs that are published in a team library. All files that use the team library will receive automatic updates.

The magenta card documents the error states which are also available in a team library.

Recognition by U.S. Bank CEO with Shield Awards

Due to the successful results of the Banker Cloud Apply, I was rewarded the prestigious U.S. Bank Shield Award by the CEO (nominated by manager). The application saved the company $45 million in reducing specific business line efforts, cutting app completion by 90%, and implementing time by 50%. Bankers said the app is really enjoyable to use and time saved can be used to offer customers additional bank products.