Case Study / Project Overview for Wells Fargo:
Between 2016 and 2018, I was part of the Wells Fargo team, focusing on UX/UI design during a pivotal period of their digital transformation journey. Contributing to a major banking institution, with annual revenues consistently over $80 billion, provided insights into designing for large-scale financial platforms and customer bases.
My Role
Lead User Experience (CX UX)
Skill Set: User Experience Design, White boarding, User Experience Focus Group Testing, iRise
Designed 2016
Security Center
Account holder Security Center, a one top hub for all security related features and products.
The Challenge
During my two-year stint at Wells Fargo (2016-17), the Android Fingerprint project posed a distinct challenge. We aimed to enable account login via fingerprint scanners on Android devices, a feature lacking despite device manufacturers' support. Diverse activation processes across devices, ranging from Samsung's 16-step method to LG's 7-step one, exacerbated the complexity.
Our solution had to integrate these varied processes into Wells Fargo's system, allowing users to flag their accounts for fingerprint sign-on and then navigate device settings to configure their scanners. Ensuring a smooth user experience was crucial, especially as we lacked control over auto-redirecting users back to our app. We meticulously designed a user flow that incorporated these scenarios while remaining accessible and elegant. The final presentation to stakeholders, including the highlighted yellow box, is shown below.
Form following function or function following form?
Taking on a federal compliance project mid-way was a test of my problem-solving skills and adaptability. Despite obstacles like "analysis paralysis," I committed an intensive 60-hour work week during the holiday season of 2016 to finalize the user experience and deliver UI guidelines by a strict deadline.
Work in Progress examples
My efforts led to a comprehensive feature list and introduced innovative paradigms that Wells Fargo continues to adopt. This experience underscored my abilities to adapt, lead amidst challenges, and commit to project success.
Android Fingerprint Sign on
The Challenge
During my two-year stint at Wells Fargo (2016-17), the Android Fingerprint project posed a distinct challenge. We aimed to enable account login via fingerprint scanners on Android devices, a feature lacking despite device manufacturers' support. Diverse activation processes across devices, ranging from Samsung's 16-step method to LG's 7-step one, exacerbated the complexity.
Our solution had to integrate these varied processes into Wells Fargo's system, allowing users to flag their accounts for fingerprint sign-on and then navigate device settings to configure their scanners. Ensuring a smooth user experience was crucial, especially as we lacked control over auto-redirecting users back to our app. We meticulously designed a user flow that incorporated these scenarios while remaining accessible and elegant. The final presentation to stakeholders, including the highlighted yellow box, is shown below.
User base per million
The Solution
During my two-year tenure at Wells Fargo (2016-17), the Android Fingerprint project remains a standout challenge. At the time, customers lacked the ability to use fingerprint scanners on Android devices for account login, despite widespread manufacturer support.
The task was complicated by the lack of consistency among devices - Samsung's fingerprint activation process required 16 steps, while LG needed only seven. The user experience at Wells Fargo involved accessing account settings to enable the fingerprint sign-on feature. However, the next steps required navigating device-specific settings outside our control, potentially leaving customers stranded midway through activation.
We needed to design an experience flow accounting for this potential pitfall, yet still simple and user-friendly to win stakeholder approval. The final design, which managed to balance these competing demands, is displayed below. Please take note of the highlighted yellow box.
The White Board
In my transformative project at Wells Fargo, I aided in the development of a novel Android fingerprint sign-on interface, revolutionizing customer interaction with the app. This innovation simplified the login process, bolstered security, and instilled customer confidence. It's been a privilege to improve the user experience for millions through this game-changing initiative.