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Creating a digital private bank for Credit Suisse clients

User experience and visual design for the banks biggest digital investment globally.

First launched as an iPad experience for a limited, test audience, the product soon expanded to all users and multiple platforms through a responsive design solution.

With a focus on creating a simple, uncluttered interface, the platform also needed to deliver on a wealth of complex functionality; facilitating multiple channels of connectivity and collaboration for clients with their relationship manager and the wider Credit Suisse team

User research

Using the pre-defined ‘validator’ persona as a starting point I further explored the target user speaking to existing clients to ascertain their primary pain points with a view to primarily identify opportunities for improvement in existing digital services but also to validate defined business needs against those of the end user.

This research also continued with the enterprise track work where we were engaged to redefine the digital account opening and ‘know your customer’ compliance workflows for back office staff – primarily Relationship Managers.

Product strategy

Initially engaged to create an iPad only experience for Digital Private Bank the intention was to take those learnings to form a long term product roadmap.

Through continuous testing and iteration on the iPad product I was able to define a solid product roadmap for Digital Private Bank which led to a shift into a responsive design approach where the intention was to launch across devices and reuse the responsive code base for native app experiences.

Brand consistency

With the addition of the enterprise track of work it was obvious that consistency across digital experiences was key to the success if the Digital Private Bank programme of work. I led the creation of an ‘experience library’ (similar to the approach taken with Google Material Design) where all design components and patterns were extracted and organised into an online resource which ensured interface designs (and overall product experience) were consistently maintained across internally and externally facing digital platforms.

Requirements gathering & analysis

I was involved in early requirements sessions with multiple stakeholders. Sessions were primarily for requirements validation against pre defined user stories but some stories required additional requirement definition. It was my role to assess and refine the business led requirements against the needs of the user.

Prototyping

I was responsible for moving the team away from the previous ‘deliverable centric’ approach of wireframes, visual design, style guides etc and into a more ‘lean UX’ approach where deliverables were replaced with interactive prototypes.

This helped streamline our own internal processes but also led to massively improved approval timelines with the client – especially as senior stakeholders roles became more remote but approvals from that group were still required. The move away from multi page PDF reviews was well received by the client and has encouraged a change in thinking across tracks of work as we enter the next phase of work.

User testing

I led all usability testing engagements with customers. From user test script creation to improving recording and assessment capabilities in our internal usability testing lab.

I created workflow improvements for usability testing that led to more efficient delivery of reports and insights to the client, I also moved the office to a prototype led approach for UX delivery that allowed us to create more editable and richer test prototypes for participants.

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