Collector

Through research, we identified that a pain point for Collector's customers was the need to log into different product portals and mobile apps to view all of their banking engagements.

We designed a modern mobile app providing self-service for all products in one place. The main challenge was to break away from the traditional banking look. The primary goal was to offer a fresh, distinctive mobile app experience while offering both details and an overview of all customer engagements.

As UX Lead, I led the design process from concept work to final delivery via benchmarking, researching, designing, prototyping, testing, iterating and presenting. While supervising junior designers, I also managed stakeholder and leadership expectations.

User insights revealed that the cross-channel logged-in experience was difficult to navigate and lacked essential functionality, limiting self-service. Along with many improvements, we introduced bottom-tab navigation in the mobile app and integrated four separate web portals into one for easier access.

To create a cohesive cross-channel experience, we aligned functionality and a new visual identity between the channels. A clear overview of all products and services was introduced, and an optimized structure that prioritized future scalability to enable faster implementation of new features.

As UX Lead, I gathered user feedback, identified drawbacks and bottlenecks with current designs, and designed a new concept and information architecture together with our UI Designer. The design deliverable included new reusable components and a phased rollout plan of updating design and layout due to technical and resource constraints.