mobile APP

@2024

workflow APP

Enables bankers and advisors to conveniently assist their clients by creating service tickets on the go, streamlining the support process.

[YEAR]

2024

2024

2024

[INDUSTRY]

[INDUSTRY]

[INDUSTRY]

MOBILE APP POC

MOBILE APP POC

MOBILE APP POC

[CLIENT]

[CLIENT]

[CLIENT]

CHASE

CHASE

CHASE

[PROJECT DURATION]

[PROJECT DURATION]

[PROJECT DURATION]

4 WEEKS

4 WEEKS

4 WEEKS

[THE GOAL]
Redesigning Mobile Experience and Improved Efficiency

I redesigned the existing application to enhance usability and scale the experience for mobile, allowing users to initiate workflows from anywhere. These improvements increase accuracy and streamline first-time request completion, enabling advisors to provide faster, more reliable service to clients, no matter where they are.

[THE GOAL]
Redesigning Mobile Experience and Improved Efficiency

I redesigned the existing application to enhance usability and scale the experience for mobile, allowing users to initiate workflows from anywhere. These improvements increase accuracy and streamline first-time request completion, enabling advisors to provide faster, more reliable service to clients, no matter where they are.

[THE GOAL]
Redesigning Mobile Experience and Improved Efficiency

I redesigned the existing application to enhance usability and scale the experience for mobile, allowing users to initiate workflows from anywhere. These improvements increase accuracy and streamline first-time request completion, enabling advisors to provide faster, more reliable service to clients, no matter where they are.

HOW might we
HOW might we
HOW might we
streamline workflow initiation for Front Office users on the go, minimizing delays and improving efficiency?

Familiar experience

We make it super easy for them to search and find what they need without getting lost or confused.

  • Enable users to search with relevant terms that resonate with them

  • Use plain, familiar language to provide clear context and instructions

  • Offer only the most relevant choices to avoid overwhelming the user

  • Ensure the experience feels intuitive and similar to the apps users interact with daily

Familiar experience

We make it super easy for them to search and find what they need without getting lost or confused.

  • Enable users to search with relevant terms that resonate with them

  • Use plain, familiar language to provide clear context and instructions

  • Offer only the most relevant choices to avoid overwhelming the user

  • Ensure the experience feels intuitive and similar to the apps users interact with daily

Anticipate the user's need

I used behavior data to show relevant options ahead of time, so users don’t have to search or browse manually

  • Recent Client

  • Recent Workflows

  • Commonly used workflows (by role)

  • Date & Time of day

Anticipate the user's need

I used behavior data to show relevant options ahead of time, so users don’t have to search or browse manually

  • Recent Client

  • Recent Workflows

  • Commonly used workflows (by role)

  • Date & Time of day

Gets better with each use

Analyze user data to deliver personalized, real-time suggestions based on their preferences and actions

  • Make sure users never have to search for the same item twice by offering simple navigation and quick access to content they've already viewed.

  • Constantly improve the data model by learning from user interactions, making it more accurate and relevant with each use.

[THE PROBLEM]

[THE PROBLEM]
Learnings from the user interview

01

I use the same path every time!

Users often follow the same path when creating workflows.

02

I didn't even know we could do that

Participants heavily rely on training and knowledge sharing, yet key features often go unnoticed.

03

I want to do more than 1 thing

Users want to do multiple things at once, so we need to make multitasking easier.

04

I want to upload related documents

Many users have suggested that the ability to add documents directly to requests would make the workflow much smoother and more efficient.

[IDEATION]

[IDEATION]
Purposed features

01

Bulk Initiation

Imagine a scenario where multiple tickets follow one another. Streamlining this process would be a game-changer, saving a ton of time and reducing unnecessary clicks.

02

Guided Journey

Added a onboarding flow to show users the most important features. This way, they can easily find out how to use the app better and get more out of it.

03

Single Click Launch Points

Offers users a quick way to access frequently used request types, like a ‘favorites’ section, making things easier and more convenient.

04

Attach documents

Big improvement to how we attach documents to requests. Now, processors will have all the info they need to handle requests quickly and accurately.

05

Estimated time completion

Give users the ability to see how tickets are progressing and when they’ll be finished, so they know what to expect.

04

Recommendation

Give users suggested workflows that are often started together, making their process smoother and boosting their productivity

what are the must have features?

[THE SOLUTIONS]

[THE SOLUTIONS]
Features for MVP

01

Bulk Initiation

02

Guided Journey

03

Single Click Launch Points

04

Attach documents

user Personas

[THE STROY]

User Journey map

Meet our client, Amanda

Amanda had just got married! She is moving on to the new chapter of her life! While Amanda is excited about plans for the future, she is also worried about her finance at the same time.

Meet our client, Amanda

Amanda had just got married! She is moving on to the new chapter of her life! While Amanda is excited about plans for the future, she is also worried about her finance at the same time.

Meet our client, Amanda

Amanda had just got married! She is moving on to the new chapter of her life! While Amanda is excited about plans for the future, she is also worried about her finance at the same time.

Reaching out to advisors

She wants to talk to her advisor about her plans for the future, like having kids and buying a house.She sends her advisor Chris an Email and schedules a phone call for tomorrow.

Reaching out to advisors

She wants to talk to her advisor about her plans for the future, like having kids and buying a house.She sends her advisor Chris an Email and schedules a phone call for tomorrow.

Reaching out to advisors

She wants to talk to her advisor about her plans for the future, like having kids and buying a house.She sends her advisor Chris an Email and schedules a phone call for tomorrow.

Hey Chris.. I need some advices

At 10:32 AM, Amanda receives the call from Chris, and she tells Chris that she had just got married, her partner and her want to buy a house together.

Hey Chris.. I need some advices

At 10:32 AM, Amanda receives the call from Chris, and she tells Chris that she had just got married, her partner and her want to buy a house together.

Hey Chris.. I need some advices

At 10:32 AM, Amanda receives the call from Chris, and she tells Chris that she had just got married, her partner and her want to buy a house together.

Meet our user, Chris

At 10:32 Am, as soon as the morning meeting is over, Chris commutes back to the office. While on the way, he calls Amanda ..From the conversation, Chris understands her concerns and offers her the option to open the joint account for the mortgage.He also notices that a few information on her account needs to be updated, like her legal name and marriage status.

Meet our user, Chris

At 10:32 Am, as soon as the morning meeting is over, Chris commutes back to the office. While on the way, he calls Amanda ..From the conversation, Chris understands her concerns and offers her the option to open the joint account for the mortgage.He also notices that a few information on her account needs to be updated, like her legal name and marriage status.

Meet our user, Chris

At 10:32 Am, as soon as the morning meeting is over, Chris commutes back to the office. While on the way, he calls Amanda ..From the conversation, Chris understands her concerns and offers her the option to open the joint account for the mortgage.He also notices that a few information on her account needs to be updated, like her legal name and marriage status.

Current State

In current state, Chris has to jot down notes and use the desktop back in the office in order to launch the workflows for Amanda.

Current State

In current state, Chris has to jot down notes and use the desktop back in the office in order to launch the workflows for Amanda.

Current State

In current state, Chris has to jot down notes and use the desktop back in the office in order to launch the workflows for Amanda.

Future State

With the integration into Mobile app, Chris can quickly launch the workflows as soon as the conversation is over.

Future State

With the integration into Mobile app, Chris can quickly launch the workflows as soon as the conversation is over.

Future State

With the integration into Mobile app, Chris can quickly launch the workflows as soon as the conversation is over.

DELIVERABLES

Hand sketch to mid-fi
[PEANUT & BUTTER]
01. Bulk Initiation

For many users, when launching certain workflow, there are often multiple workflows that follow. Having the capability to do it at once would save a huge amount of time and clicks.

"I would love this. If I need to knick off multiple workflows, it would be so nice if I can just do it atonce. It would save a lot of time"

[PEANUT & BUTTER]
01. Bulk Initiation

For many users, when launching certain workflow, there are often multiple workflows that follow. Having the capability to do it at once would save a huge amount of time and clicks.

"I would love this. If I need to knick off multiple workflows, it would be so nice if I can just do it atonce. It would save a lot of time"

[PEANUT & BUTTER]
02.Recommendation

We used behavioral data to suggest frequently launched workflows based on past usage and account types, creating a "smart favorites" system that felt personalized without being intrusive. Since some workflows are always paired together, why not make them a couple? This would save users time and clicks, making the process even smoother.

"I love this feature, which will be super beneficial when we start the same workflows every time. This reminds me of Amazon's recommendation when I add products to my cart; it will prompt me with items that go well together."

[PEANUT & BUTTER]
02.Recommendation

We used behavioral data to suggest frequently launched workflows based on past usage and account types, creating a "smart favorites" system that felt personalized without being intrusive. Since some workflows are always paired together, why not make them a couple? This would save users time and clicks, making the process even smoother.

"I love this feature, which will be super beneficial when we start the same workflows every time. This reminds me of Amazon's recommendation when I add products to my cart; it will prompt me with items that go well together."

[SMART]
03.AI-Powered Suggestions

We used behavioral data to suggest frequently launched workflows based on past usage and account types, creating a "smart favorites" system that felt personalized without being intrusive. Since some workflows are always paired together, why not make them a couple? This would save users time and clicks, making the process even smoother.

" I'd use this feature because I help my clients with similar tasks every day! So.. does it launch directly from an account with that information pre-filled?"

[SMART]
03.AI-Powered Suggestions

We used behavioral data to suggest frequently launched workflows based on past usage and account types, creating a "smart favorites" system that felt personalized without being intrusive. Since some workflows are always paired together, why not make them a couple? This would save users time and clicks, making the process even smoother.

" I'd use this feature because I help my clients with similar tasks every day! So.. does it launch directly from an account with that information pre-filled?"

[THE MUST]
04. Attach documents

Users were highly interested in the ability to directly attach documents, recognizing that it would greatly streamline the process and boost overall efficiency. Currently, users have to attach documents to each workflow and often need to follow up after launch to add them, leading to extra time and clicks for a single request.

"“I would love to be able to add documents here, rather than finding the ticket # and pulling itup again. Just being able to be done with it and move on to the next thing”

[THE MUST]
04. Attach documents

Users were highly interested in the ability to directly attach documents, recognizing that it would greatly streamline the process and boost overall efficiency. Currently, users have to attach documents to each workflow and often need to follow up after launch to add them, leading to extra time and clicks for a single request.

"“I would love to be able to add documents here, rather than finding the ticket # and pulling itup again. Just being able to be done with it and move on to the next thing”

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WEB APP

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