COLUMBIA BANK DIGITAL EXPERIENCE

Redesign of Core Consumer and Associate Banking Platforms

Domain: Fintech for Consumer, B2B, and Enterprise.

Overview: As UX Lead at Columbia Bank ($52B), I redesigned the consumer banking platform and the associate enterprise tool. For consumers, I streamlined workflows, expanded features, and removed friction, achieving 90% satisfaction in testing. For associates, I unified five legacy systems into a single interface with role-based customization, optimized navigation, and improved findability. This brought measurable efficiency gains, enabled faster service, and improved the employee experience.

Role: Led design and research, mapping workflows, creating prototypes, and collaborating and aligning solutions with compliance, engineering, and product leadership. Facilitated workshops with cross-functional teams and presented findings and outcomes to executives, relationship managers, and banking stakeholders.

Impact:

• Improved clarity and reduced errors in complex digital banking workflows, achieving 90% customer satisfaction in testing

• Increased efficiency for bankers managing client requests and approvals

• Elevated the bank’s digital offering in line with both client expectations and regulatory compliance

Get a Tailored Deck or Walkthrough: Please feel free to contact me for a custom deck or 15-minute walkthrough highlighting the aspects of this work most relevant to your opportunities and priorities.