Santander
Two experience workstreams within a strategic banking program, translating complex processes into flows, prototypes and usability tests.
Turning extensive banking processes into usable experiences required detailing rules, decisions and exceptions without losing sight of the people who would use the product.
Santander hired Accenture to lead the experience of a strategic digital project spanning several areas of the bank.
The work followed agile methods with multidisciplinary teams composed of developers, UX professionals, a Product Owner and process experts. I worked on two program workstreams.
Phase one: process detailing
I transformed the first workstream's macro process into a detailed flow, documenting user actions, page content, components, forms, conditions and business rules.
Prototype and testing
I then created a high-fidelity prototype for presentation to bank directors and use in usability testing.
Phase two: cross-cutting module
The expansion included a cross-cutting module used across nearly all workstreams and designed for different individual and business-customer scenarios.
Again, I converted a macro process created in PowerPoint into a detailed flow, making the module's logic easier to understand.
Iterative wireframes
In the next stage, wireframes were progressively discussed with the client using a lean approach. Final versions became the basis for usability tests.