UX + Product Design

 
 

A custom enterprise solution to manage company-wide digital

Thinking:  Umpqua Bank had multiple websites and digital content screens across 394 branches. A central custom cms was needed to allow content managers to create, control and get regulatory approvals on this content in a highly organized system that could be referred to at any time for compliance. My solution started with researching and defining the roles and needs of the content managers at both corporate and the individual branches and designing the CMS around the business and their needs. I brought in our development leadership at an early stage and encouraged their participation in the design process. The resulting CMS was lauded as one of the best and most useful experiences created at the bank. 

Role:
UX research
UX strategy, design and direction
Collaboration with development
UX / UI direction and oversight to drive and ensure quality

 
 

 
 
 

Improvements to a mobile and web user onboarding experience

Thinking: As the UX Lead Designer and Manager I saw the need to improve the Gov2Go app onboarding experience. In the previous version, users were forced to answer a series of questions for several minutes that weren't applicable to everyone - leading to confusion and questions about the relevancy of the app to peoples' specific needs.  My strategic solution was to bring users into the app to and to deliver real value through the experience as quickly as possible.  I found that the real value that Gov2Go could offer people would be allowing them to quickly see all of the services available (with tool tips-like modal windows and short service descriptions) and at the same time empower them to add any service they wanted immediately (with an easily-understood interactive service checklist).  The solution allows users to learn about and onboard a government service in the first two minutes of using the app.

Role:
UX strategy, design and direction
UI design system for responsive web and mobile app
Collaboration with development
UX / UI direction and oversight to drive and ensure quality

 
 

 
 
 

Solutions to maintain uniformity and quality across a country-wide enterprise platform 

Thinking:  The Gov2Go platform allows internal administrators working with state and federal government agencies to create and manage content for Gov2Go users. These users need a good experience to feel confident and successful at adding new services efficiently and they also need considerable flexibility in creating their custom consumer interfaces to gather specific sequences of information needed for state and federal system requirements.  On the other side of the experience, the Gov2Go brand needs to deliver a consistent voice and strong experience to our customers through the interface.  This was a challenging problem to solve.  

My solution was first, to create a set of standardized templates and options that would keep the experience consistent and offer enough options and flexibility to cover most scenarios in a consistent manner. Additionally, I provided guidelines for interface configuration and writing that kept the deliverables inline with our brand voice.  I also helped to establish a strong feedback loop with our enterprise partners to ensure that we were meeting their needs.

This work resulted in feedback openly shared between our enterprise administrator customers and positive recommendations to help Gov2Go grow from 1 to 13 state partnerships within 10 months.

Role:
UX strategy, design and direction
Coordination with internal clients, product owner and lead developers

 
 

 
 
 

An ecommerce experience from scratch for mobile app and web 

Thinking:  As the UX Lead Designer and Manager I was tasked with designing the new Gov2Go ecommerce payment and wallet experience. The experience needed to include security features, wallet functionality allowing stored information for multiple payment methods, acceptance of all major credit cards, ACH payments, ability to edit some account details, payment history and payment receipts. Additionally, there were many considerations to coordinate, plan and account for including specific requirements for connecting this with government entities and constraints tied to another product.  Many of the technical requirements hadn't yet been defined so my solution was to design a new process to help facilitate technical feasibility and discussions with business and multiple dev teams by showing a central document showing user flows through specific scenarios to allow the team to focus on how each user accomplished their goals. This approach led to positive and productive conversations with the team and very few ux adjustments needed within the development cycle once the product was developed.

Role:
UX strategy, design and direction
UI design system for responsive web and mobile app
Collaboration with development
UX / UI direction and oversight to drive and ensure quality

 
 

 
 
 

Designing and testing a better banking product

Thinking: This confidential client needed a new and improved banking product. I led the design effort to redefine personas, new market trends, requirements and usability testing. The results were a vastly improved product.

Role:
UX research
UX strategy and direction
Collaboration with development

 
 

 
 
 

Teaching kids to save with a little help from this app

Thinking:  As an extension of the Umpqua Learn-to-Earn program I created this app to help kids envision how to save for things they want.  We first created the app for mobile phones and then created a second improved version for iPads. I designed the user experience (UX) wireframes and designed the user interface (UI) to align with the Learn-to-Earn brand created to resonate with children. It was great to see how people enjoyed it.

Role: 
UX research
UX strategy and design
Collaboration with development
UX / UI direction and oversight to drive and ensure quality

 
 

 
 
 

Creating strategy for a unified brand experience

Thinking:  The Umpqua Bank brand is based around going above and beyond for customers. I saw the need to extend that vision to create the principles and best practices of Umpqua user experience (UX) so that all Umpqua customer experience (CX) would be viewed together through the same lens. I created this playbook to share with executive leadership and at the same time began the first user experience and user testing practices there.  The playbook combines approaches from over twenty leaders in user experience that I curated to align best with the Umpqua brand. I learned about managing UX process and how to approach UX challenges in more regulated industries. 

Role:
Conceived the idea and received green light to create
UX research, strategy and writing
Invited to c-level meetings to promote and unify UX across the Umpqua organization

 

 
 

 
 
 

Collaborating and adapting processes to make things really really good

Really really good work comes from good design thinking and a willingness to collaborate and learn new approaches and center our activities around what will help our organization and our users at the same time. Here I've included some screens of my UX discovery process including site maps, wireframes, user personas and experience journey maps. I'm always looking for smarter ways to do things so if you have one to share - please give me a shout!