Case Studies //

Online Banking Redesign + Digital

As AVP of Digital Banking & Emerging Technology at Dollar Bank, I was tasked with leading discovery and strategy for the redesign of the online banking and mobile platforms, while also addressing internal service strain and managing vendor relationships.

I led a comprehensive UX discovery process that included customer surveys, in-depth interviews, and in-person visits to 10 branch locations. Through these visits, I discovered that relationship managers were spending up to 85% of their time helping customers navigate the digital experience. This insight helped shape both the redesign strategy and the internal support model.

I led the redesign efforts for the online and mobile experiences, collaborating with internal teams and managing the Fiserv vendor relationship to ensure technical feasibility and user-centered customization of their white-label tools. In parallel, I helped develop the Digital Ambassador Program: equipping designated staff with tablets that mirrored the customer service environment, ensuring consistent and informed support across all touchpoints.

The redesigned platforms improved usability, accessibility, and customer satisfaction. The Digital Ambassador Program significantly reduced service desk strain at the branch level and empowered relationship managers to focus on deeper financial advising. The Fiserv integration maintained brand consistency and usability standards, laying a strong foundation for future enhancements.