U.S Business Banking Xpress

How might we help U.S Business Bankers track and manage client applications in real-time?

Sr. Product Designer | 2022

Achievements

Our Why

Challenges

UX Treatment

Achievements

The U.S. Business Banking team introduced a new dashboard for U.S. Business Bankers, simplifying the management and tracking of client applications.

  • Eliminated the back and forth between different role players throughout the loan review process.
  • Provided a filter system that aligned with banker processes.
  • Highlighted key information on application cards, giving the banker a clear visibility on the most important information upfront.
OUR WHY

Business bankers, managing 10-15 clients at a time, need a centralized platform to track and manage client applications, monitoring their progress in the review process.

Why will a banker love this new dashboard?

BMO's renowned customer service, particularly good with speed, is exemplified by the ability of bankers to swiftly reference key client details, fostering a relationship built on trust and efficiency.

How might we

Improve application findability

Make it easy for our bankers to identify exactly where a client application may be in the loan process.

Identify key app info

Every client application should provide key details upfront, informing the banker on how they can take action.

Uphold BMO Design standards

Design a solution that aligns with BMO design standards, along with UX best practices.

Challenges

It came down to keeping my partners engaged at every step of the design process so we could overcome massive complexity in a short amount of time and deliver the most banker-focused experience possible.

"Does this provide value to our banker?"

A regular question I would ask myself and others around me. If a feature or idea didn't add value, we scrapped it. This challenged us to stay in the mindset of a banker.

UX Treatment

I had to get scrappy and utilize UX tools that would help us work through our problems efficiently.

Workshop Facilitation

I led multiple design reviews and workshops with business stakeholders to fully understand our goals and requirements. During the process, I prioritized the needs of our bankers, making sure to capture every detail.

User Testing

With limited time, I wasn’t going to let our solutions go untested. With the help of our User Research team, we ran user testing with US business bankers across BMO, gathering real data from those who knew best.

"I like the simplicity and the way it’s organized. Will definitely help us manage our pipeline better."

"I like knowing the status instead of going to Livelink which is too confusing. BBX will make it easier.”

“I like the tabs that breakdown the application"

Outcomes

This was the most challenging and rewarding project I’ve ever been a part of. It was one of the first experiences where I had to race against the clock and deliver exceptional work. Below, I've captured areas of the dashboard that have provided the most impact for our U.S Business Bankers.

Banker can easily identify key information on client application, resulting in clear communication with their client.

Banker can filter through application statuses and know exactly where their clients stand in the loan review process.

Bankers can quickly identify which applications need urgent action or follow-up.

NEXT CASE STUDY

U.S Business Banking Xpress

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EXPLORE
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