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Customer 360
Launching a core banking platform for bank and credit union employees
Vison
As a leader in saas based digital banking, Kony wanted to build a suite of omnichannel digital banking applications for bank customers and employees covering all aspects like retail, business etc.
Goal
Customer 360- a core banking platform for bank and credit union employees to manage banking customer data, online banking services and products. The goal was to create a holistic bundle of banking solutions to leverage existing partnerships and use the company's in-house software capabilities.
Scope
Design and support the development of new feature requirements for new release versions in the planned timeline to meet the business target.
Team
The team of 4, Principal designer, Sr. UX designer, Principal visual designer including me worked on various features together and independently across the different phases of application release versions.
Role
I worked across several modules /sub-modules for the first two product release versions delivering high fidelity wireframes and receiving design feedback from the team. I also drove discussions with the product management and engineering team across various stages of the application development cycle.
Duration
1 year 6 months
Tools
Axure, Sketch, JIRA
Deliverables
We followed a minimalistic approach in design which allowed us to make high fidelity click prototypes in Axure to document all the flows and edge cases for a streamlined handoff.
Design process
Discover- Understanding requirements through in-depth interviews and brainstorming with stakeholders, clients, product managers.
Design- Synthesis of the data through ideation, quick sketches, wireframes followed by high fidelity prototypes design feedbacks
Deliver- Test the designs in UAT environment, fixes and bugs in case of discrepancy which was usually looped with new enhancements.
User needs
Based on our research through stakeholder and management meetings and collaboration, we found Employees of banks and credit unions are often left with outdated core banking systems while a lot more focus is given on customer-facing applications.
There is a need for a more streamlined solution to perform administrative tasks on customer data management and seamless connection with online banking services and products. Some banks would also want to handle customer data instead of third-party vendors.
Information architecture
Considering the overflow of scattered data, it was important to match the information architecture of the application with the user’s existing cognitive patterns. We performed card sorting to formulate meaningful grouping.
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Design
Minimalistic, consistent and scalable
High-fidelity click prototypes
Improving design workflow
We choose Axure to deliver an interactive prototype showing the complex saas workflows. During that time, axure lacked the ease of visual design, hence a style guide in sketch was formulated to help developers and designers to be on the same page. However, a gap was seen while maintaining visual design standards. I covered this by creating design perfect reusable interactive components in axure and shared within the team which helped us in faster product deliveries.
Impact
Kony was acquired by Temenos, a swiss banking software giant. Customer 360 remains a part of the digital banking platform suite.
https://www.bizjournals.com/austin/inno/stories/news/2019/08/28/kony-acquired-by-swiss-banking-software-company.html
https://www.forrester.com/blogs/temenos-acquires-kony-two-leaders-unite/
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