Cross-Channel Banker Platform

Overview

As Senior Lead Product Designer at Wells Fargo's Cross Channel Banking Platform, I spearheaded UX design efforts revolutionizing the banking experience for 120,000 front line employees, branch managers and tellers. Leveraging the Fusion design system, a React responsive design system tailored to Wells Fargo's needs, our team of 10 UX designers transformed legacy processes into modern, user-centered designs.

Challenge

Wells Fargo faced multiple critical challenges: modernizing a 40-year-old legacy system while maintaining compliance, reducing non-relevant business rules without compromising legal standards, addressing user experience inefficiencies from outdated systems, and integrating contemporary technologies while maintaining accessibility standards. The legacy software presented non-intuitive interfaces, inefficient workflows, poor accessibility, lack of feedback, outdated design patterns, and limited vendor support—all creating friction for 120,000+ employees.

Approach

• →Implemented user research feedback from interviews, usability testing, and analysis to address pain points in credit card banking flows
• →Aligned design efforts with Agile methodologies to iterate quickly, gather stakeholder feedback, and adapt to evolving requirements
• →Leveraged Wells Fargo's Fusion design system to develop consistent, cohesive design patterns seamlessly integrated across channels
• →Built Single Page Application (SPA) solutions for faster load times, smoother transitions, and enhanced performance
• →Advocated for and implemented accessibility standards adhering to WCAG guidelines for users with disabilities
• →Created flows maintaining consumer experience while offering elevated batch-processing tools for power users
• →Contributed new patterns to Wells Fargo's main design system, ensuring production quality and React-easy implementation
• →Established comprehensive standards and guidelines to ensure consistent, intuitive UX grounded in best practices
• →Defined and cataloged design patterns to address common challenges efficiently and streamline processes
• →Actively revisited past design decisions to refine and enhance work, instilling a culture of continuous learning

Outcome

Following implementation, we witnessed a noticeable decrease in teller and banker complaints. Leveraging insights from recorded call data and Voice of Customer (VoC) database, we identified pain points leading to measurable improvements: 25% decrease in average handling time, 30% reduction in error rates, and enhanced efficiency fostering a more positive working environment. The redesigned flows validated our user-centered approach and demonstrated tangible impact on day-to-day operations.

Impact metrics

Resources