CX Redesign for Increased Support Coverage

CX Redesign for Increased Support Coverage

Service Design

CX Design

Dashboard

Texas Capital Bank aimed to digitally transform its operations to increase operators' efficiency in analyzing & serving client needs, service expansion and customer onboarding.

As the lead designer at Method - a UX/Product design agency - I led the design discovery, strategy and execution of the account-opening service and a customer insight dashboard to 10x financial operators' efficiency.

Texas Capital Bank aimed to digitally transform its operations to increase operators' efficiency in analyzing & serving client needs, service expansion and customer onboarding.

As the lead designer at Method - a UX/Product design agency - I led the design discovery, strategy and execution of the account-opening service and a customer insight dashboard to 10x financial operators' efficiency.

How might we digitize the financial operators' client-facing workflow to enhance efficiency, maximize customer value, and mitigate regulatory cost?

How might we digitize the financial operators' client-facing workflow to enhance efficiency, maximize customer value, and mitigate regulatory cost?

Subject

Test

Test

Test

Team & Context

Time
2021

Duration
10 Weeks

Client
Texas Capital Bank

Scope
Design Research
Service Design
Responsive Web Design

Team
UX Designer (Myself)
Visual Designer
Product Manager
Producer

TCP Customer 360 is a financial product suite that helps financial operators onboarding and track enterprise client applications, surface customer-serving opportunities and easily navigate operation regulations.

TCP Customer 360 is a financial product suite that helps financial operators onboarding and track enterprise client applications, surface customer-serving opportunities and easily navigate operation regulations.

Impact

10X

Increased onboarding speed

70%

Treasury Clients Onboarded Digitally

3 Month+

Dev time saved

Subject

About

Discovery & Prioritization

Challenge
When I joined the team, I found out that the project had a large scope, unclear product visions and lack of user insights.

Approach
I aligned on goals with product owners with a Lean Canvas workshop and persona-mapping exercise, and identified questions, leverages and blockers. I baked research time into the sprint to enable my team with customer insights and help drive product vision.

Result
I shifted our approach from feature-oriented waterfall to user-oriented, and my team aligned vision on the product roadmap with a renewed focus and confidence,

Based on aligned objectives, scope and identified blockers, I planned out the design roadmap. This allowed me to bake enough time for user research and recruiting despite of tight timeline and limited resources.

Subject

About

Unblock Progress w/ Proxy Research

Challenge

The team lacked understanding nor resources for user insights, and made little progress for the last 3 month before I joined the team.

Approach

With time baked into the sprints, I worked with producer to recruited and conducted proxy research and build a first set of pseudo personas.

Result

Those personas proved to be invaluable in formulating our hypothesis to unlock user values. I also influenced my team to adopt an agile, user-oriented development process, setting it up for future success.

Key Insights

1

The window of opportunity to pitch new service and products to enterprise client’s is short and specific - and currently efficiency is bottlenecked on manual, time-consuming research process.

2

Customer success operators are motivated by hitting a sales target, but they want to avoid regulations cost above all.

3

Operators use multiple tools to search, collaborate and track customer data, and the new tool needs to fit into their work stack for increased adoption.

Subject

About

Modular Design for Fast Iterations

Challenge:

I needed to build a suite of features for the dashboard quickly to support numerous feature experiments and accommodate anticipated changes and feedback.


Approach:

I opted for a modular layout, designing modules that cater to various user needs and goals. This approach ensures each module can be individually adapted or updated as required.

Result:

This strategy provides significant flexibility and development velocity. I am able to implement feature requests swiftly and adjust them based on the layout and user feedback. The added flexibility not only enhances team confidence but also allows for development that is directly informed by user insights.

Subject

About

Efficient Experiments for Iterative Learnings

Challenge
Based on user research, my team hypothesized that customized interface could help improve operator's efficiency in sales expansion. But introducing new interaction patterns such as customization, drill down and many data visualization components comes with a cost.

Approach
I weighted different design approaches, balancing approachability, efficiency and designed solution that balances usability and dev velocity.

Result
This approach significantly cut development cost and design system maintenance cost, boosted design velocity and encouraged an agile, user-centered development process.

Subject

About

Design System

Challenge

Building a design system that allows rapid iteration and integration of new charting components and interaction patterns without sacrificing quality.


Approach

Maximized component reuse and established robust, future-proof patterns, focusing on scalability and maintainability while addressing speed and quality needs.


Result

Achieved increased development velocity and smoother hand-offs, effectively meeting the needs for rapid usability and functionality validation through a scalable design system.

Subject

About

Impact

Our strategic shift to a customer-led approach has dramatically improved operational efficiency and accelerated the pace of development, leading to faster client onboarding and enhanced cross-selling capabilities.


Incorporating customer feedback directly into our development cycle has provided us with a clearer vision for future projects, enabling us to develop a highly strategic, data-driven roadmap that aligns closely with market needs and customer expectations.


More importantly, they have positioned us strongly for future growth and engagement, laying down a solid foundation for ongoing success and more direct routes to achieving our strategic goals.

Let's keep in touch

Linkedin

Resume

kylingoround@gmail.com