An enterprise account opening platform for banking colleagues to open business accounts for customers at Huntington branches.
Huntington was discontinuing its legacy account origination platform which created a need for a new back-end technology platform to support origination broadly at Huntington. Also, the legacy system was not efficient and was taking a lot of colleagues' time to open an account.
So the need for a new efficient account origination platform for colleagues to open the accounts faster and with a better customer experience was imminent.
How would you feel?
What would you think about the bank with whom you just decided to do a business and it took so much time to open an account with pending approvals? Would you think about extending the relationship with the bank further? Probably NOT the best experience.
Business Banker Account Origination process was aimed at solving such user problems and make bankers life easier.
The new platform decreased the account opening time for all types of business accounts and for certain business types the time efficiency increased by almost 80%.
The new flow removed several unnecessary overheads that colleagues had to go through while opening the accounts and it allowed them to establish a deeper understanding of the customer’s business, needs and establish better relationships.
Desirability, Feasibility, and Scalability are the three dimensions that I always kept in mind while creating design solutions. They represent the value from the user, the tech partner, and the business. A good experience design only roots in the overlapping space in the center, where it is pleasant to use for the users, manageable to develop for the tech partners and easy to scale for the business partners.
I led the UX design team and designed a new omnichannel origination process to support bankers and customers across all channels to open accounts.
I owned the project from discovery through development. I partnered with Experience Owners to define omnichannel strategies and shape and influence roadmaps, epics, and sequencing.