Project:
Business Banking Product Transformation
(aka BBPT)
July 2021 to November 2022
The challenge was bridging different systems, to make it seem as if it was one, despite different platforms being used. In screen 1, the top third of the page is using the Salesforce platform, then below is our frontline software named ‘Compass’ which is built on the PEGA platform and embed into the page. The remaining images show only the modal that opens over the Compass area of the screen, which is dimmed in the background.
Many decisions were made due to technical constraints and budget and have a negative impact on the experience. The challenge for UX Designers working on the project was to make things work as best as possible within these constraints. Screens were initially created using Sketch, but imported into Figma when CIBC made a switch to the Figma software company-wide in the last 6 months of the project.
I used components from our design system which consisted of two libraries: one of CIBC components and another of Frontline UX Team components. Efforts were made to use existing components, in order to provide a consistent interface.
A good interface is one where functions and controls are clear and understood with little instruction. Below are a few examples of where a challenging and busy interface was improved through user-feedback and testing solutions.
The UX Team reviewed the platforms and spent time with Salesforce and nCino (a cloud-based product built on Salesforce and used to set up accounts and check client’s credit) to give feedback on usability and accessibility concerns. We were assured that they are making efforts to correct the issues our team brought to their attention in future updates.
Scheduling Software challenge
This design challenge was completed after two rounds of interviews for a role with a small software company in Calgary. They wanted to know, could a candidate “digest data, can they make assumptions & design for whatever they think is the best product / solution”. In the end I believe I spent approximately 6-7 hours. Unfortunately, hiring was put on hold and the position with the fourth agile team was never filled. I heard last week that the position was never filled and the team with the designer vacancy was combined with another.
While this was strictly a concept, but the final design includes a great deal of functionality and was completed in a limited amount of time.
The hiring manager admitted it was much more complicated than she had originally intended, once she shared and received feedback from the designers on her team (who had as many questions as I did). I felt it was necessary to create the existing application, which I made a prototype for, before being able to showcase the new features the challenge asked to be included, which I highlight and explain in an accompanying PDF.
Case Study: CIBC Estates Software
I gave an overview of this project during our discussion, but this case study powerpoint gives more detail and specifics.
CIBC’s Compass UI Improvements
While not the exciting work I’d want to do a Ted Talk about, these two project examples show the kind of necessary, though unglamorous work that UX Designers do every day.
A suite of apps built upon the PEGA Platform, used by the staff at branches and call centres, falls under the name ‘Compass’.
Here are two UI improvements: The Estates Product Info UI improvement was a solution that I proposed as a fix after visiting and speaking with users at the National Estates Center.
The other is an addition to the interfaces, that allows staff to submit feedback on the application, on whatever screen they find needs improvement.
Additional links
The following are pages I had created previously, to give more detail on my contributions and the work that I completed during all three of my CIBC contracts:
2015-2016 – ATM UX Lead
https://www.warren-buckley.com/cibc20152016/
2019-2020 – Frontline UX Compass Lead
https://www.warren-buckley.com/cibc20192020/
2021-2022 – Frontline UX Compass Lead
https://www.warren-buckley.com/cibc20212022/