October – December 2019
Role: Lead UX Designer and Strategist
Client: ATB Financial
Area of Business: Artificial Intelligence
Tools: Sketch, Invision, and Zeplin
Tasked with redesigning the interface for an internal application created by an automation team in ATB Financial’s Artificial Intelligence division within a span of 4-6 weeks, I first needed to identify areas of improvements. In partnership with a UX Researcher, we conducted in depth interviews which I used as supporting qualitative data to inform design decisions, development and automation that occurred in parallel with design.
How might we design an application that allows users to input values so that they can monitor the financial performance of their clients?
In depth interviews with users, it revealed that this question posed by the team was not addressing their issues. The infrastructure of the application was no intuitive to team members within Corporate Financial Services and Business and Agriculture, causing confusion and duplicate work.
Usability issues span beyond design and require changes in automation.
Issues that surfaced during interviews with users were largely surrounding the lack of feedback from the application and the glitches caused by the back-end. Working with our automation specialists and UX researcher, I identified areas of improvement that could be addressed through robotics as well as information architecture issues that could be solved through design and content strategy.
Trust needs to be established.
Users described the application to not be trustworthy and to lack a sense of transparency. System feedback was not provided to inform users of errors and successes leading to misunderstandings between team members and delay in process. Tasks that took minutes to complete in the legacy system now took days with the existing application. Using content strategy and intuitive UI, I built in a feedback model and functionality to annotate tasks allowing other team members to gain insight into why certain decisions we made.
Building a scalable framework.
An initiative being pushed by the Experience Design division is to integrate all team member tools into one platform that can be accessed by both client facing and back-end team members. With this in mind, I built a modular application that would be scalable in the future to integrate with other internal team member tools with a similar experience being built across other internal tools.
Constructing a framework that is intuitive, trustworthy, and simplistic.
Challenging the design of the existing application and its capabilities, I rearranged the architecture of the application, reimagining access points to mitigate information overload. Using concepts of progressive disclosure both on the page and feature level, I worked with the development team to surface information where necessary without taking away from the experience of the team member.
The existing application did not reflect any organization identity, a subconscious factor that may have contributed to the break in trust. Polishing up the interface to reflect professionalism and the corporate identity gave it a sense of legitimacy and indicated to the user that it was a trustworthy application being created by other team members. The application is branded to be consistent with other internal tools to ease them into a transition in the future when all the tools are integrated into a single platform.