Bank of America Case Study
BofA online banking: Transfers and later Bill Pay areas became my focus and expertise. Before I joined, a re-design of main portal began with my manager, J.F., and Ux colleague A.L.
Senior Interaction Designer
- brainstorming & ideation
- client presentation
- user & task flows
- lead designer for BAC consolidation project
- usability evaluation
- desktop & handset
Ramp up time
After reviewing the re-design of the information architecture, navigational labels, and a usability study finding review of an earlier study, a semi-functional desktop prototype helped guide our iterations and future designs.
Subsequently, A.L. and I brainstormed on Request Money (Transfers) product requirements. Below are initial whiteboard concepts.
Transfers Form Filled
Transfers Button Flow
User stories further defined, honed requirements and interaction design. For example, the Lunch story coalesced our mental model from requirements to real customer usage as well as three other user stories: family vacation, golf, and a fundraiser.
From personas came the flow of initial email request to the end result of payment. A couple email comps are represented below.
Request Email Variation
Request Email Variation
Whiteboard concepts lead to a user experience design process/presentation to senior design directors. From this vetting, feedback, and suggestions, more polished desktop wireframes as well as acute page level interaction design were created. From bi-weekly or more online and face-to-face meetings, other team members (Visual, Copy) were prefaced for their upcoming contributions. Below are some visual comps and copy.
You have a request for money
Subsequently, conversion to mobile handset began. Before this adaptation, another IdX reviewed and advised us on mobile platform OS interface design, interaction and differences for iPhone, iPad, and Android.
BAC Touch 3.5.4
Based on product and engineering team feedback, My Ux partner, A.L., and I completed the final wires for Transfers BAC Touch (PDF Document)
At BofA, a traditional waterfall approach coupled with several lines of approval created at times bottlenecks, delays, and reverse course of action(s). Technical limitations, milestones, and deadlines peppered these projects. Intra-project dependencies put more pressure on team leads (Ux, Product, & Project managers) to oversee and prevent requirement details "slipping through the cracks." A lot of moving parts.
Immediately following the Transfers project, a consolidation baseline project incorporated all major online properties into nine work streams. Bill Pay, a main business area, consumed six weeks of research, focus, iteration, and successful delivery. Partnered with an astute, Product manager, K.B., we spent the first two weeks researching, reviewing, and getting answers to our questions. After the preliminary dust settled, clear, product and technical related wireframes formed the Ux foundation for iterations, changes, and a cheering, finish line completion. Literally!
Early in this Baseline–Bill Pay project, ADA implementation was a priority. Team members acuity and perseverance heightened beyond what I initially thought was needed. For me, this was deepest dive into ADA requirements compared to any previous Ux projects. I learned a lot and continue to use it, this ADA site essential.
See ADA Globals and callouts within Bill Pay Final Wires (PDF Document) in red.
I strongly believe clear, concise communication is a key for successful completion of projects. Forming genial work relationship bonds adds to further professional, cohesion. Friendship not required, but trust, daily communication and concerns, and timely updates lessen the tension arch of any project. I appreciated the hardworking, collaborative team leads and colleagues.
After final wireframe sign-off, QA meetings periodically surfaced as Quality Assurance engineers sought confirmation, modification of established iOS and Android BAC interaction patterns.
“Henry is a team player with a can-do attitude. A great guy to have on your team. Projects on time, quickly adjusts to feedback.”
— Jay Frater, SVP / Digital Design Service Manager at Bank of America