As Senior Manager, Design Strategy and Innovation at BMO Financial Group, I led a cross-functional group of designers across the US and Canada, responsible for the digital servicing experience (the authenticated experience for bank customers), including strategy and prioritization, design and delivery for new features and capabilities, and continuous improvement of the online banking experience.
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My design team supported three agile product and development teams in the US, split to account for new features and capabilities being integrated into the digital experience and continuous improvement.
Our product was built on a responsive hybrid approach, allowing us to gain efficiencies by building a single responsive experience that we compiled to a mobile app (where we applied native capabilities not present in the desktop or mobile web experience). |
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Notable Accomplishments
- Increased operational efficiencies across agile teams to drive better customer with increased velocity
- Drove iOS (Android) app store rating improvement from 2.7 (2.3) to 4.7 (4.3) using a human-centered design process
- Increased overall digital adoption by 3% YoY with a 41% increase in mobile app adoption
- Defined future state experiences and built roadmap to deployment
- Lead a multinational team of UX, product, and visual designers
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How we did it.
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For new products and features, we employed collaboration workshops with product owners technology teams, and business partners to identify key business requirements, document constraints, and define priorities for the new capabilities. Ethnographic design research helped inform how these features needed to be integrated into the digital experience to drive adoption and overall success. Discrete functionality within these new features were prioritized on overall value to the customer and scope of complexity, informing a strategic backlog to ensure continuous delivery and timely launch.
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Our continuous improvement team monitored customer feedback, app store ratings, and conducted frequent usability benchmarking studies to identify opportunities to improve the overall digital banking experience.
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