New Member Application
"...This flow is already so much better
then what we have today."
Lisa M,
Subject Matter Expert.
Overview
Introduction
When a member visits the credit union to open a new account or add a new product or service to an existing one, a dedicated credit union employee assists them in completing a new member application. This involves thorough verification and eligibility checks to ensure the member can successfully create an additional account. Once the setup is complete, the employee guides the member in selecting the desired products and services.
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Team UX Designer, Business Analyst, Project Manager, Product Owner, Developers, UX Researcher
My Role & Responsibilities
Senior UX Designer
I took this as a side initiative alongside my main product design responsibilities since the team required a full evaluation of the product feature from discovery, consolidating requirements through user journey mapping, leading brainstorming sessions, implementing feedback, Providing wireframe/ Lo- Fi, High- Fi prototypes, and Presenting to stakeholders & SME's for feedback.
Color Palette
Tools
Product Insight
Understanding the problem
The challenge
Currently, this process is managed through a legacy system, which poses challenges for our users who find it difficult to navigate and set up applications without encountering errors or repeat the task multiple times, resulting in a significant waste of time and resources. To streamline this process and provide a seamless, user-centric experience, Our team aims to enhance the user interface and simplify the entire flow of operations
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Improve User Efficiency: Streamline account setup processes to reduce the need for users to repeat tasks, thereby saving time and enhancing overall efficiency.
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Minimize Errors: Enhance the system's usability and clarity to minimize errors during application setup and product selection, ensuring a smoother experience for both users and staff.
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Optimize Resource Utilization: Reduce the amount of time and resources spent on troubleshooting and rework caused by the current system's complexities, allowing for more efficient allocation of staff resources.
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Enhance Customer Satisfaction: Provide a user-centric experience with a seamless interface, ultimately leading to increased customer satisfaction and loyalty through improved service delivery.
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Reducing Modal Overload: Excessive modals disrupt the user flow and introduce unnecessary complexity, hindering efficient account setup and product selection processes.
The Process
Discovery
The Product Vision/Goal
User Persona (s)
Frank Jenkins, Credit Union Employee
The User Journey
Collaborated with the New Member Application product team, which included the business analyst and developer, to thoroughly understand the user journey, utilizing FigJam to map out the user flow. Consolidated all available information provided from documentation and the legacy product demo, synthesizing it into an initial user flow. Engaged with the team to share insights and brainstorm, ensuring alignment and refining the flow to establish a unified roadmap with comprehensive details and ideal solution strategies.
Click image for larger view
The Solution
Wireframing the solution
After laying a strong groundwork for the user roadmap, the subsequent phase involved crafting wireframes to visualize the placement and structure of the new member design. Thoroughly examining existing designs was essential to uphold consistency across the platform, considering the existing constraints within the product. The iterative design process involved ongoing collaboration with the product team to incrementally develop the solutions, which was then shared with the broader team for feedback.
Click image for larger view
The Outcome
Building the mid (Lo/Hi) fidelity prototype
To facilitate a deeper understanding of the user journey and gather feedback, the team requested a high-fidelity format to share our progress with users and get a clear understanding of the different road maps and their details. To accomplish this, a high- fidelity prototype was created showcasing the step-by-step process, providing clarity on the user flow. Subject matter experts closely involved with users responded positively to the design, offering valuable feedback and insights into user requirements. Following refinements, the development team is now in the beginning stages of implementation. The next phase involves presenting the initial implementation to users, engaging UX research to identify areas for improvement and assess the effectiveness of simplifying user processes. This ongoing commitment to improvement ensures that our product evolves in line with the user's needs., ultimately delivering a more seamless experience
Part 1 of the design iteration (Click for Figma Prototype)
Part 2 of the design iteration
The Outcome
Results & Takeaways
We're currently in completing our design iteration for part one of the design process and this part is in the process of implementation as we start the second part of the design iteration.
We've received positive feedback from our SME as to the process been so much better and simplified and easier to navigate. They are excited about using the new built system. We will be conducting user testing to ensure our solution has ,made an significant improvement and made it easier to use for our users.