Online banking transformation
A digital transformation project to overhaul the front and backend of Qudos’ online banking platform. This case study is focused more on process rather than project specific customer insights.
Background
The project was a complete revamp of Qudos Bank’s online banking system. This included uplifting the customer experience through a reimagined front-end, and back-end to enable these changes.
My role
UX consultant agency side, working onsite at Qudos bank.
It was a large team with clear roles and distinct specialties - I was focused on translating insights and requirements to wireframes and working with business partners and researchers to validate these.
Achievements
Collaboration: delivered designs in under very aggressive timelines - only possible thanks to the amazing teamwork
The process
This project was a well oiled machine. We had a clear process which was great for certainty of deliverables and ensured the customer was at the heart of every decision. This included:
Foundational research
I was not involved in forming this but it was used to ground my thinking.
Ideation
This was my focus for the project. The UX designers picked up user stories each sprint and worked closely with business analysts, client stakeholders, developers and each other to get a holistic understanding of factors which impact the experiences.
Before designing
We conduct competitor reviews and mapped out existing experiences to get a broad understanding of the current state.
User flows were mapped out to understand how customers move through experiences and ensure we are having the same conversation with our business analyst and technology partners.
Regular review sessions were scheduled to give stakeholders a chance to provide input and avoid surprise down the track.
During design
We used team projects on Axure to consolidate our designs. I worked closely with the visual designers to understand how the wireframes would translate to high-fidelity design. This process strengthened as we realised more consistent patterns.
Each design must go through user testing, and these were scheduled every two weeks. Working at other places where this wasn’t always the case, I really appreciated this luxury :)
Sketching example
Sketching during early phases of ideation - great in theory but I somehow think this slowed us down. The benefit was that stakeholders were focused on the core experience, not the design.
Delivery
Due to the short timelines, tight collaboration with visual design and developers were a must. We had a good rhythm in place which was great for certainty and transparency - thanks PM!
Design system considerations
The project aimed to provide the client with a design system so our deliverables needed to be scalable.
Reflections
It was a beast of a project. The key takeaway for me was that amazing team collaboration and a robust operating rhythm to take the guess work out of things can make the seemingly impossible things a reality.