At Bank of the West, I played a key role in the UX team, working on a variety of projects aimed at enhancing user engagement and streamlining banking services. I led the design for the mobile online bill pay app, focusing on creating an intuitive, frictionless payment experience that allowed users to manage bills efficiently on the go. I also worked on the bank locator for the main website, ensuring users could quickly find branch locations with ease, improving accessibility for customers across regions. Additionally, I revamped the feedback page, simplifying the process for users to share their experiences, enabling the bank to gather valuable insights and make informed improvements. These projects not only improved the overall user experience but also contributed to deeper customer satisfaction and engagement with the bank’s digital platforms.
At Bank of the West, I enhanced the digital banking experience by designing user-friendly mobile and web solutions, including an intuitive online bill pay app, a streamlined branch locator, and an improved feedback system to gather customer insights efficiently.
The outcomes of this project were highly impactful, including:
The redesigned mobile and web solutions led to a 20% increase in online bill pay usage and a 15% reduction in support queries related to locating branches. The simplified feedback system saw a 25% increase in user submissions, providing valuable insights for continuous service improvements. Key KPIs included increased user engagement, improved task completion rates, and higher customer satisfaction scores across digital platforms.
