Overview
Led Bank of America's 18-month enterprise onboarding transformation, streamlining the client onboarding process from two months to one week while enhancing digital experience and maintaining rigorous banking security protocols.
Challenge
Bank of America's enterprise onboarding system suffered from an inefficient two-month process, resulting in high customer abandonment rates and increased operational costs due to manual workflows and legacy systems.
⭐️ Solution
We launched the transformation by piloting with the SRE team, whose technical expertise provided valuable initial feedback. Following successful testing and iteration, we expanded to additional enterprise user groups. This phased rollout allowed us to optimize the system with technical users before broader deployment.
Stakeholder Engagement
We launched with stakeholder alignment sessions to transform the two-month onboarding into a one-week process. We established success metrics and implemented daily standups and bi-weekly sprints to maintain alignment throughout development.
Our analysis of enterprise banking onboarding across major financial institutions revealed best practices and innovation opportunities. This research identified successful digital transformation patterns while ensuring security compliance standards.
SRE Team Collaboration
Piloting with the SRE team yielded valuable technical feedback through iterative testing and engagement. Their insights shaped our understanding of technical requirements, security parameters, and system optimizations before wider rollout.
User Flow Development
We mapped the onboarding journey to identify bottlenecks and automation opportunities. This led to optimized workflows that streamlined data collection and automated verification while maintaining banking security standards.
Wireframing Process
Developed wireframes and interactive prototypes in Sketch for key user journeys, establishing a component library that evolved into a comprehensive design system for consistent digital experiences.
Feedback Integration
Implemented a comprehensive feedback system through usability testing, stakeholder reviews, and pilot insights. Managed iteration cycles in Jira through Agile sprints, collaborating with cross-functional teams while meeting security requirements. Additionally led design initiatives for the hybrid cloud platform's financial dashboard and enterprise marketing materials.
Design System Development
Created Bank of America's foundational design system with a complete component library in Figma and Sketch, enabling consistent digital experiences and accelerating future development cycles. This system streamlined the onboarding transformation while establishing patterns for subsequent digital initiatives.
Technical Execution
Managed design workflows through Figma (migrated from Sketch) and Adobe Suite, while coordinating via Jira and Confluence. Leveraged Agile methodology for rapid prototyping and iteration, incorporating stakeholder feedback and WDAG compliance requirements.
UI/UX Design - Over 100+ screens
Impact & Results
The transformation delivered significant results:
- Reduced onboarding time from 2 months to 1 week;
- Decreased operational costs by 60% through automation;
- Streamlined design-to-development workflows;
- Created consistent cross-platform experience;
- Accelerated feature deployment;
- Built scalable foundation for future initiatives;
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