Trustee Savings Bank

Type

UX Research

Usability Testing

UX Design

Year

2021

Client

IBM Ix,
IBM Consulting

Description

Drove Trustee Savings Bank’s pandemic digital transformation initiative by optimizing 67 UX flows through user research, surveys, usability testing and inclusive design, collaborating cross-functionally with product (PO, PM) and development teams, resulting in a 137% increase in online adoption (145K additional customers).

Project under NDA. For additional info, contact me!

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Responsibilities and Deliverables

As the sole UX researcher on IBM’s customer-facing team, expedited the full digitalization of essential services in banking for mid-senior clients during the pandemic. Led UX research and design initiatives across multiple 3-month sprints for Trustee Savings Bank (UK), focusing on replicating offline banking experiences for individuals over 40 years old and users with cognitive impairments.

Conducted 43 usability tests, 75 surveys, and recruited 122 participants to optimize 67 UX flows while coordinating DAC accessibility audits and driving inclusive design enhancements with product and development teams.

The work directly contributed to a 137%(145,000 additional customers) increase in customers adopting online banking, reflected broader global trends.

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