Truist Wealth Client Dashboard

New Wealth Client Digital Experience

Due to the NDA and sensitivity of this project, I have abstracted and will do my best to provide the UX process. Below is a high level of the value I have brought to this organization if you are interested in understanding more please contact me and I can provide additional details.

How might we merge two large southern banks into one and create a digital experience which is shared through three primary lines of operations?

Problem

For the heritage bank whom has brought me on for the contract role of Senior UX Designer, I was to focus my efforts on the “Wealth” side of the business. The issues I began to record where how the Business and Agile teams thought and communicated what a Wealth client was. There has been no prior research, interviews, or observations with any client. The other issues where there was no understanding of how to connect to these clients. Some of this steamed form the usual “They don’t want to bothered”. These clients have at minimal $1M in assets and others can exceed $50M in assets and trusts. My initial thoughts where that if they are going to use our products we need to find the path of least resistance to connect and create a common dialogue to insure we are providing value in these products. This will eventually be realized a few months after when we build out more of the Wealth UX/UI team.

Gather Requirements

When I started my role there was just my VP Wealth UX Manager and myself. She had just a few months prior had been hand picked to build a team for this area of the business. During this time a few members of UX and UI assisted on heritage work as the scope of what this new bank was being planned. At first my main challenges where understand the two heritage banks, learn about what is defined as “wealth”, the historical digital experience, and to help build out a Agile practice for our team.

All while hitting the ground running to start on the new banks digital experience and some of the historical products that would continue on with the bank operating fully in the public domain in 2021. This might sound like a good amount of time however, we have a sort runway due to the technology and development needs to retire systems on both heritage banks.

Discovery workshop to define the priority of delivering the new experience.

Due to the main problem listed above my research and requirement gathering spun off in multiple ways. I spoke and sat in as many meetings and conversations as possible to understand the language and where the primary goals were for leadership and the business. In the early phases of conception and ideating for the Wealth experience. We held workshops and other virtual collaboration meetings with the various stakeholders to define the internal expectations for a Wealth Experience and the primary needs for a dashboard.

Concept

For the primary wealth dashboard and about 12 concepts and iterations later my breakthrough moment happened. After a very strong challenge from my manager I took the “what if” approach. This is the, what if I just go for the moonshot concept I had been designing throughout the few weeks of researching internally and consuming the new branding and exploratory and personal financial literacy I have. My personal design challenge was to break my mode of thinking and designing to explore patterns that relied on an simple principals of primary tasks and hierarchy of content. With this approach I looked into creating patterns of recognition with similar tasks and the relationships with components we had defined into three main areas with a limitation of 10 components at most.

Solution

At this point about 4 months into this project we have started to establish a research plan and where conducting very rapid user testing and iterations of the dashboard designs. Looking into the primary components and learning about the habits and deepened value individuals who are with in the parameters of wealth would need for a digital platform. My working relationship with our UX Researcher and Stakeholders is very strong. The process of creating a collaborative environments has taken shape and many areas of our busniess are looking at our team for defining the methods of UX practice throughout the organization. My main personal goal is to create a future proof digital experience for this platfom that will grow based on the clients needs and values. At the same time allow others to participate and have them see aspects of their ideas come to life within the digital products we are creating.

Gregory F. Phillips