Truist Wealth Client Dashboard
The Challenge
My primary expedition at Truist was to merge two large southern banks and create a unified digital experience shared across three primary lines of operations, specifically focusing on the Wealth side of the business. This complex terrain was marked by a lack of prior research or understanding of wealth clients, and a prevailing perception that these clients "don't want to be bothered".
Truist Wealth Client Dashboard
As Senior UX Designer, and guided by my evolving understanding of human-centered design principles, formally reinforced by my IDEO Designing Strategy certification, I collaborated with my VP Manager to build a talented team dedicated to this area. Initial challenges included comprehending the two heritage banks, defining "wealth," understanding historical digital experiences, and establishing an Agile practice for our team, all while navigating a tight timeline for retiring old systems. I actively spoke and participated in numerous meetings and conversations to understand leadership goals and held workshops to define internal expectations for a Wealth Experience and the primary needs for a dashboard.
After approximately 12 concepts and iterations, a significant "breakthrough" occurred when I embraced a "what if" moonshot approach. This personal design challenge pushed me to break my typical design modes and explore patterns based on simple principles of primary tasks and content hierarchy, defining components into three main areas with a maximum of 10 components. This embodied the Nomadic Design principle of exploration and discovery, venturing into the unknown to uncover innovative solutions. Four months into the project, a research plan was firmly established, enabling rapid user testing and iterations of dashboard designs. This fostered a strong collaborative environment with our UX Researcher and stakeholders, leading our team to become a model for defining UX practice methods across the organization.
The Impact
Insights were gained into the habits and values wealthy individuals required for a digital platform, serving as a critical landmark for future development. My personal goal was to create a future-proof digital experience that would grow with client needs and values, allowing others to participate and see their ideas come to life within the digital products we were creating—a clear testament to sustainability and shared responsibility. This project notably increased user engagement by 87% through seamless collaboration with multidisciplinary teams, marking a significant tangible outcome.
- Role: Senior UX Designer, collaborated with manager to build a team, and provided thought leadership and personal design challenges.
- Digital Tools: Client dashboard, aggregation and vendor solutions, Adobe XD for mockups, wireframes, prototypes, and UX flows, and integrated Truist's Design Systems with InvestCloud.
UX Practices & Methods: Merged digital experiences of two large banks, applied Design Thinking and Interaction Design methodologies, addressed client needs, established an Agile practice for the team, held discovery workshops and virtual collaboration meetings with stakeholders, took a "what if" approach to design challenges, conducted rapid user testing and iterations of dashboard designs, established a research plan, focused on sustainability, human-computer interaction, and innovation, and aimed to create a future-proof digital experience.
