As a Capco consultant, I helped design the new IAP 2.0 platform for Scotiabank’s branch employees in the Caribbean and Latin America. Over the course of a year, I improved the user experience and quality of life of our users: Personal Banking Officers, and by extension bank customers.
Within a team of three designers, I was responsible for the platform's retail accounts and credit products. My responsibilities included:
Due to budget restrictions, we did not have access to actual everyday users. Luckily, some employees had previous experiences as PBOs. ****We started the design process by interviewing them to better understand their role within the bank:
In short, the role of a PBO is to sell a full range of customized financial solutions, including Mortgages, Loans, Lines of Credit, Guaranteed Investment Certificates, Mutual Funds, and Deposit Accounts to new customers and existing Branch customers. To do that, they use the IAP platform.
Once we understood our users better, we moved on to the analysis of the information architecture of the platform, which meant going on a screenshot rampage and identifying the structural elements. After that, we created flows to get a bigger picture of all the moving parts, and we started whiteboarding solutions.
Flow detailing the different steps of a credit product setup