My approach to delivering the best-in-class user experiences.
Design Strategy
Always having the end goal in mind.
By confidently answering these questions, we can better position ourselves and set a clear direction towards our end goal. This approach helps reduce risks, increase value to users, and unlock the full potential of a higher ROI.
Roadmap
What does success look like, and what are our objectives?
Direction: Where are we going?
Roadmap: Now, next and later
Experience vision: A future success
Value
What is our value proposition to our users?
The people we help: By adding value
Problems we solve: Active user needs
New opportunities: Latent user needs
Business
How will it generate business value in return?
Reduce costs: Save money
Increase revenue: Willingness to pay
Shareholder value: Sustainability and scalability
Baseline
What do we know about the current experience?
Complexity: Core experience
Value: Missed expectations
User Journey
Areas of frustration set the baseline.
Starting point: Established current state
Frustrations: Mixed expectations
UX Outcome
How will we know we improve users' lives if we do a great job?
Satisfaction: Exceed expectations
Frustration: Remove friction and pain points
Evaluate: Low-hanging fruit
Problems to solve
What prevents users from having the experience we aim for?
Complexity: Resources, Performance, Limitations
Under-served needs: Missed expectations
Solutions
What solution will help us to achieve the desired UX outcome?
Increased: User value
Solving: Keep tackling active and latent needs
“US Bank continues to deliver exceptional customer service and their core product platform (Pivot) is being used by multiple FDIC stakeholders.
New corporate action reporting functionality is an example of US Bank continuing to enhance support to DRR Capital Market’s and FST needs.
US Bank has also been very supportive with training and ad-hoc reporting needs, and inquires are consistently addressed promptly..”