A major regional bank needed to increase engagement and use of their ATM & ITM interfaces.
CLIENT
SunTrust ATM/ITM Line of Business
SKILLS
Competitive Analysis, Keyword Content Redesign, Information Architecture, Project Management, Wireframing, Prototyping, Axure
Team
Jess Lewis, Chuck Huie, NCR, SunTrust product stakeholders
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Collaborating closely with the SunTrust stakeholders and NCR engineers, we analyzed current system pain points and spearheaded the ATM/ITM system's first major redesign. Working closely with all stakeholders, I renegotiated user flows and screen content to both clarify screens for clients during high-tension moments, and also bring the ATM/ITM interface design to current brand and ADA standards.
What we did:
1.
First, I met with the SunTrust product stakeholders to understand their perceived needs and make suggestions for moving forward. Based on my observations, we decided to take a look at user flows as well as branded interface design options.
2.
When it became clear there wasn't a project manager and there were many moving pieces, I took up the task. To assist, I created a project management tool in Axure - a series of calendars to concretely communicate expectations to the multiple stakeholders.
3.
To inform the design, I needed to gather data on a short timeline. So, I conducted competitive analysis of ATM/ITM systems, requested customer service comment records and other data gathered, as well as field research watching people use ATMs in public.
Using this data, I created a few different approaches to new user flows alongside two prototype variations and presented them to the product team for feedback. I also worked with a UX Teammate to develop branded interface design options. All of these provided information needed to negotiate pricing with NCR.
4.
We met with NCR to gather requirements, design feedback, and development document specifications. Based on this feedback, we made a few alterations to the design and I created the necessary collateral to complete the redesign.
5.
