Wells Fargo Mobile Banking
At Wells Fargo I designed mobile banking products for iOS, Android, BlackBerry, webOS, the web, and text messaging. As a project lead within an internal agency, I was responsible for determining the scope of new work, outlining an appropriate design strategy, and then selling the strategy to business stakeholders. As a designer I researched, whiteboarded, wireframed, prototyped, and spec'd my designs.
Example 1: Human-Centered Design
When asked to design a way for customers to search their transaction histories on mobile, I used human-centered methods to guide the process. I started with personas to explore customer needs. We generated multiple ideas, narrowed them down to two distinctly different concepts, and built functional prototypes to test with customers. The result was unique among major U.S. banks: One-tap access to the most common transaction types with free-form search for more granular control.
Example 2: Mobilization vs. Miniaturization
Part of my job was to promote the mobile team's mandate to "mobilize, not miniaturize." I led the effort to redesign our mobile ATM locator. Before, the locator was simply a miniaturized version of the desktop-based, form-driven locator. For this project, we did not have the budget for research and testing, so we used usage statistics as a proxy for customer behavior. We removed unused options, prioritized current location, and provided a consolidated search field for other locations.
Example 3: Channel Strategy and Service Design
I worked on projects to define the evolution of the mobile channel over the next 3-5 years. I created storyboards to set the stage, diagrams to frame problems, experience maps to illustrate design challenges, and low-fidelity Omnigraffle "sketches" to communicate ideas to senior leadership.