Desjardins: A Modern Teller Experience
UX design + User Research
Abstract
The redesign initiative for Desjardins' web-based bank teller service software aimed to revolutionize the transactional platform used across branches. Collaborating with a multidisciplinary team, I led the UX design efforts to enhance service efficiency by 30%. Leveraging user-centric methodologies, the project resulted in a modern, responsive, and user-friendly solution.
Challenge
Desjardins' existing transactional platform, in use for nearly three decades, hindered service speed and usability. Employees navigated an outdated, complex system, impacting client service.
Approach
Partnering with researchers, business analysts, functional analysts, and product owners, we prioritized transaction speed and user-centric design. Understanding the legacy system's complexities, we aimed to streamline processes while ensuring a seamless transition for long-term employees.
Solution
The new platform significantly boosted tellers' service efficiency by an average of 30% in the initial months post-launch, even among long-serving employees. The intuitive user experience minimized the learning curve, validating our design's user-centric focus.
Key Achievements
Collaborated with stakeholders to automate managerial tasks, elevating overall branch efficiency.
Conducted extensive user tests, including online and on-site feedback sessions, to refine prototypes and beta builds with real transactional scenarios.
Utilized Optimal Sort for online card sorting exercises, determining an optimal menu structure based on user preferences and behavior.
Outcome
The redesigned platform not only streamlined teller operations but also transformed the overall branch experience. Empowering employees with a modern, intuitive interface led to a 30% efficiency improvement, marking a substantial leap from the archaic system.
The UX redesign for Desjardins' bank teller service stands as a testament to collaborative problem-solving and user-centric design, ultimately enhancing service efficiency and user satisfaction.
