As a Sogeti UX Consultant, I redesigned the user interface for First Command Inc., improving their digital experience by addressing existing issues.
My role
UX Consultant
Duration
Nov 2021 - Jun 2022
Deliverables
Wireframe, persona, journey map, storyboard, web mockup, user research, research analysis, user testing, test analysis
Credit card application
Overview: Redesigned a long and repetitive credit card application process to improve usability and reduce friction for users.
Key Contributions:
Identified Pain Points: Reviewed existing processes and gathered stakeholder feedback to clarify goals.
Competitive Analysis: Compared competitor solutions to identify best practices and opportunities for improvement.
Simplified Workflow: Streamlined the application process by removing unnecessary questions and improving layouts.
User Testing: Conducted usability testing on the interactive prototype, gathered positive feedback, and identified areas for further refinement.
Impact: Created a shorter, more user-friendly application process praised for its ease of use, while incorporating insights to further optimize the design.
Loan Application Experience
Overview:
Redesigned the loan application process to improve clarity, reduce redundancy, and speed up completion while aligning with the company’s style guide.
Key Contributions:
Identified Issues: The form lacked context, had unnecessary questions, and didn't auto-populate user information.
Simplified Workflow: Streamlined the process by cutting redundant fields and making required fields clearer.
User Testing: Conducted usability testing, which confirmed the new design was easier to use while revealing further opportunities for improvement.
Impact:
Created a faster, more intuitive loan application process that improved user experience and efficiency.
Onboarding Flow for New Users
Overview: Redesigned the onboarding experience for clients and financial advisors to ensure a seamless and user-friendly process using the new dashboard.
Key Contributions:
Created storyboards to capture client and advisor journeys, using pictorial representations for clarity.
Combined individual storyboards to highlight interaction points, refine timelines, and uncover improvement opportunities.
Impact: Streamlined the onboarding process, aligning client and advisor experiences to foster long-term partnerships.
Client PCS Experience Flow
Overview: Improved the PCS (Permanent Change of Station) experience for clients, focusing on families with unique challenges during relocation.
Key Contributions:
Conducted interviews with advisors and stakeholders to identify key actors and strategies in the PCS process.
Mapped out the client's relocation journey, detailing services provided at each step to address pain points, especially for families with children and working partners.
Impact: Enhanced understanding of client needs during PCS, enabling tailored services to ease the relocation process for families.
Client PCS Experience Flow
Overview: Improved the PCS (Permanent Change of Station) experience for clients, focusing on families with unique challenges during relocation.
Key Contributions:
Conducted interviews with advisors and stakeholders to identify key actors and strategies in the PCS process.
Mapped out the client's relocation journey, detailing services provided at each step to address pain points, especially for families with children and working partners.
Impact: Enhanced understanding of client needs during PCS, enabling tailored services to ease the relocation process for families.
New Deposit Product Suite User Testing
Overview: Evaluated a new suite of deposit products (checking, savings, and credit cards) to ensure they meet the needs of military affiliates.
Key Contributions:
Conducted UserTesting surveys to assess banking needs and preferences for the new products.
Analyzed feedback from four demographic groups and presented insights in a clear, table-based format.
Identified key findings and shared them with stakeholders.
Impact: Validated product feasibility and ensured alignment with customer needs, providing actionable insights to stakeholders.
