Data Migration Limits Account Access; with Exceptions
I led the design of an internal application to support uninterrupted large-dollar transactions for wealth management clients during a planned migration that temporarily restricted account access for all but a few bank customers.
Problem
Systems Inaccessible
Systems used for managing transactions against account balances were offline as as a safeguard during the migration weekends.
High Expectations
Wealth management clients typically have seamless access to perform large-dollar transactions anytime. Communicating restrictions to this clientele was deemed unacceptable, as even a single negative experience has the potential to harm the bank's reputation, resulting in the loss of millions of dollars in deposits.
High Operational Risk
Downtime and compliance failures were considered unacceptable and the potential for fraud attacks were high as the outage was known to the general public and fraud and IT-security monitored active threats.
Discovery
Lead with interviews
Interviews were key to understanding stakeholder needs, user needs and flows, artifacts and data analysis.
In response to the potential for high-severity mistakes, I emphasized various research activities.
Due to the sensitivity and nature of the relationship with Wealth Management customers, personal bankers adequately represented client needs.
Surveys
Surveys helped me understand the personal banker experience, expectations, timing and requirements for interactions with wealth customers and other systems for actual transfer of funds.
Personal Banker Journey Map
"Understanding user pain points and service gaps stemming the migration."
Current State Flows
Identified processes included steps for compliance, business rules and protocols for performing wire transfers, account withdrawals and deposits.
Data | Artifact Analysis
Previous transaction analysis and compliance policiy and procedures as well as how to handle escalations.
Design
SIte map
In combination with the transaction and compliance team's knowledge, artifacts and existing systems provided us with much of the work we needed to define process flows for our future state.
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User Flows
Mockups
We leveraged existing systems as our model for how our starting screens would look and behave. As we progressed through usability testing, we made modifications that were specific to our Wealth Management customer and our needs during that weekend.
Results
Weekend 1
At the conclusion of weekend 1, I performed surveys with personal bankers and interiews with app users. While we found communication would provide value, the state of the application was that it worked well, and no insight from usability or surveys warranted updates.
Account Withdrawal
The core use case begins with authentications, balance and transaction lookups, culminating in performing the requested withdrawal or deposit.
Impacted accounts lookup
Personal bankers determined if a client was impacted prior to calling for a transaction.
Transaction Lookup | details
Managers needed to lookup transactions with the potential for update to data or to pause it from updating live accounts.
Shift Signups
Sign up for a shift and view schedules for each weekend.
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