Radical Visibility for Client Context
Creating a client focused design by understanding how the bankers use Our House (Salesforce) to manage their client relations to improve retention and overall productivity.
Tools: Figma
Role: Senior Experience Designer + Research
Team: Rich Spencer (Senior Experience Designer), Anne West (Senior Experience Designer)
Role: Senior Experience Designer + Research
Team: Rich Spencer (Senior Experience Designer), Anne West (Senior Experience Designer)
Research Goals
We wanted to understand how bankers use the Our House opportunity object page contextual to their roles as bankers. We wanted to know what client information was a priority to know when they were on a call to maintain that relationship. After doing many internal shadow sessions with bankers we learned they are most successful with visuals so we made a prototype to reflect our ideas. Below is the feedback we received from eight bankers over the course of two weeks as well as the design we showed them.
We wanted to understand how bankers use the Our House opportunity object page contextual to their roles as bankers. We wanted to know what client information was a priority to know when they were on a call to maintain that relationship. After doing many internal shadow sessions with bankers we learned they are most successful with visuals so we made a prototype to reflect our ideas. Below is the feedback we received from eight bankers over the course of two weeks as well as the design we showed them.
Initial Design
Design Goals
After gathering feedback from our bankers it became clear what was missing from the client opportunity page today and what they needed to engage with clients. The design goals were that we needed to make it easier for bankers to know and manage their relationships with clients. We needed to reduce the cognitive noise and increase team member efficiency through information architecture and UI design best practices within the constraints of the Salesforce Lightning Design System (SLDS).
After gathering feedback from our bankers it became clear what was missing from the client opportunity page today and what they needed to engage with clients. The design goals were that we needed to make it easier for bankers to know and manage their relationships with clients. We needed to reduce the cognitive noise and increase team member efficiency through information architecture and UI design best practices within the constraints of the Salesforce Lightning Design System (SLDS).
Research Findings Presentation for Stakeholders
Final Design
We broke the information up into three tabs. Starting with the "Client Preference" tab where the banker can get personal information about the user such as their preferred name to better engage the relationship. Then we have "Comms Activity History" where all communication with the client is logged as well as notes the banker leaves after their communication. A big point of feedback we received was the need for contextualizing banker notes. Finally we added a "Stella Score" tab where a client can rate any experience they've had with a banker and the banker can learn from past mistakes and wins.
We broke the information up into three tabs. Starting with the "Client Preference" tab where the banker can get personal information about the user such as their preferred name to better engage the relationship. Then we have "Comms Activity History" where all communication with the client is logged as well as notes the banker leaves after their communication. A big point of feedback we received was the need for contextualizing banker notes. Finally we added a "Stella Score" tab where a client can rate any experience they've had with a banker and the banker can learn from past mistakes and wins.
