I recently completed my third contract with CIBC and second with the Frontline UX Team, aka FLUX.
The Frontline UX team provides all research, design and UX oversight for the internal software used by staff at CIBC’s branches and offices which support the branches.
During my third contract, I worked on two very large and complicated, long-term projects, as the UX Lead. The AIM project required weeks of discovery work to identify all the requirements for the project, while the Business Banking project required months. Many iterations of wireframe diagrams and app screen mockups and interactive prototypes (using Sketch and InVision for the first half of the contract before a switch to Figma) have been created to understand the needed functionality, processes and the flows in completing tasks, and how the code used to run it all will work, or will need to be customized. A third project (featured below, #3) is an iPad app I was familiar with, having worked on it during my second contract, with a much smaller team.
1. AIM – Action Item Management. The AIM project had a very steep learning curve as the process and the language used by users was very confusing. The AIM report, which is created and sent to branch employees when issues or errors are discovered by the back office, is called a ‘Fate’. I asked several people why it was given that name, but no one was able to explain. Sometimes, you have to design without all the answers.
The designs were to add new features, but also update the UI for the newer version of PEGA, the platform the software is built upon. The mockups below were created by myself, in Sketch using our design system of components, and presented to a group of stakeholders who used the previous iterations of the AIM software. Some were senior managers, some supervised teams and would assist in training the teams to use the new software once completed. All were wonderful in helping me to understand the processes and terminology.
2. BBPT – Business Banking Product Transformation. Believe it or not, prior to this project, creating and setting up business bank accounts had not been a digital process. Very outdated software was used for parts, but clients would have to sign in ink on printed documents, which were scanned and uploaded to the outdated system. The process took hours and sometimes required the clients opening the accounts to make multiple trips to their branch before everything was completed.
This project was such a huge undertaking, CIBC partnered with a company that had built their own cloud-based solution on Salesforce’s platform.
Between July 2021 and November 2022, six prototypes were created to determine the process of creating a new business banking account, in a way that was seamless for staff and disguising the fact that the process involved 3 different software platforms.
The UX Team (designers and copywriters) worked alongside Business Banking Stakeholders, Development, Process Engineering and Business Analysts to finalize the requirements and designs for this project.
3. Concierge iPad application. The project where I assisted with French translation during my last contract, required updates due to releases of iOS, or to add new features.
The following screens demonstrate the addition of links to the navigation. These links would be used to support staff by linking to the CIBC employee Knowledge Library, or to access frequently used information on the CIBC website.
