Silicon Valley Bank
Client Onboarding / 2018-2020
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Objective

Transform the existing new client onboarding experience from a slow, manual headache to a fast, scalable online experience.

Mandates

Prior to my engagement, some mandates had been set:

Approach

Given these limitations, no phased design process was possible, all issues would have to considered at once. Research and testing became, with the exceeption of a round of

Design process

That title should actually be in quotes, due to aggressive timelines and resource challenges. Strategy and Tactics were called for, rather than Process.
At project inception, the client had done very little internal web development. In addition, the project was chosen to pioneer the shift to Agile from Waterfall process. And further, discovery was ongoing and weekly causing major revisions to requirements.

Heres how I attacked it

Informal testing

Each new team member would need an introduction to the prototype. This became an informal usability test: having them click through the InVisions themselves, and conducting a general interview. I did this with everyone I could, regardless of their role or background. In no case would they have made suitable test subjects, but in aggregate, good information came out of it.

Team member interviews

In the absence of competitive research, most team members had worked in Fintech or Finance, and could be queried about best practices and norms in the wider industry.

Calling all parties

There was no formal UX group during most of this project, so for designer feedback I made unbranded prototypes and reviewed with friends in exchange for six-packs, etc. Also, there were a few other design projects at the comapny and I coordinated/shared with those designers as I could. Client Services and Marketing also gaveme some useful design guidance.

Keeping my ears open

Prototype presentations were almost daily, and to a wide variety of stakeholders and parties. Regardless of the topic of discussion, team members would often express UX concerns, I'd often follow up on these with one-on-one interviews.

Impact

This project is ongoing, and has been deployed to Operations since Summer 2019, bringing a hand-held subset of users through the online journey. Based on the results, the client is continuing development with an augmented UX team and resources.

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