Financial Dashboard

2022-2023

Designer/Researcher

Dashboard

Figma, Sketch

About
the
Project

Financial Dashboard Design: Streamlining Banking Operations

Overview
Developed a conceptual financial dashboard aimed at enabling users across all levels of a financial institution—bankers, call center agents, and managers—to efficiently manage core banking tasks such as payments, balance inquiries, card replacements, account updates, and transfers.

Problem Statement
The existing system relied on a cluttered and inefficient tabbed interface that hindered quick decision-making. Users, particularly call center agents and bankers, needed a more practical, streamlined solution to handle customer inquiries efficiently and improve the customer experience.

Role
UX Designer – conducted research, designed wireframes, and iterated on prototypes to address user pain points and align the design with business objectives.

Solution

Designed a centralized financial dashboard that consolidated tasks and reduced navigation complexity.
Prioritized intuitive workflows and streamlined processes to improve speed and accuracy for user actions.
Focused on creating a user-friendly, modern interface optimized for quick yet professional interactions with customers.
Balanced user needs with business goals by emphasizing efficiency and professionalism to enhance the institution’s bottom line.

Outcome & Impact
Although the design was conceptual and not implemented during the project’s timeline, it was developed with the following goals in mind:

Improve task efficiency for users by reducing navigation time and decision-making complexity.
Increase customer satisfaction by enabling seamless, intuitive, and effective interactions with the system.
Drive stakeholder interest by demonstrating the potential for operational cost savings and enhanced user productivity.

Inspiration (part I)

Story Behind the Inspiration

A dashboard concept derived from my work as a call center agent (Jack Henry) interacting and communicating with bank and credit union customers. During my tenure, I instinctively began taking notes not only from customers but from the standpoint of an agent. A combination of my hands on experience as well as my time as a UX Product Designer for another financial instituiton (PSCU), I began to work on a concept dashboard.

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The Beginning

As a former call center agent at Jack Henry, I encountered a plethora of user interactions and concerns which can be leveraged to enhance the user experience (UX) in the role of a UX Product Designer at PSCU. This case study examines various processes, user flows, common questions/tasks, complaints, and proposes new ideas for incorporating insights from the call center environment into the design of PSCU's products.

Processes/Flows and User Flows
Understanding the various processes and user flows is crucial in designing intuitive and efficient user interfaces. At Jack Henry, I dealt with both logged-in and non-logged-in user scenarios. Users typically called for tasks such as making payments, transferring money, checking transactions, updating contact info, among others.

User Complaints and Call Agent Complaints
Identifying pain points is essential for addressing user and agent frustrations. Complaints included tedious verification processes, excessive transfers between agents, and complicated flows. Call agents also faced challenges such as navigating through multiple screens and dealing with angry callers.

New Ideas to Incorporate into Designs
Several ideas emerged from the call center experience, including integrating a notepad and CU database directly into the interface, streamlining call management processes, and introducing gamification elements to incentivize both agents and users.

Integration and New Ideas
Integration of essential tools and simplification of processes emerged as crucial areas for improvement. Suggestions include consolidating multiple screens into a unified interface, incorporating features like a call log, notepad, database access, and a calculator directly within the system.

Incentive/Gamification
Introducing incentives and gamification elements can boost agent morale and improve user engagement. Ideas such as awarding points for successful calls, offering rewards for agents and users, and waiving fees for frequent callers could enhance the overall experience.

Inspiration (part II)

Story Behind the Inspiration

My time at PSCU was focused on an outdated system, look, and flow. The main focus was to restructure and rearrange processes and components to function in a new environment. Which is very important but it never hurts to look ahead and look at the big picture. On my down time I definitely wanted to incorporate my research and UX studies to make a more cohesive product for a better experience. At the time we had a sticky sidebar that was overly stimulated with data. Take a look (sample size) ↓ ↓ ↓