Business Banking Usability Study
MemberDirect
MemberDirect Business is a flexible, powerful business banking tool used by companies of all sizes. But here's the thing—because it could do so much for so many different types of users, it had gotten pretty complex.
All that flexibility came with a downside: the tool was becoming unwieldy for people trying to get simple tasks done.
We needed to step back and really watch how people were actually using it. What was getting in their way? Where were they getting stuck? Could we find approaches that worked for everyone? We needed a deeper understanding so we could focus the user experience.
I started by interviewing tons of users to build clearer personas. These stories helped make the case for digging deeper. I did a thorough review of the whole product, streamlining areas that weren't following industry best practices. Then we built prototypes and tested them with real users. Watching people actually use the tool gave us insights we never would have expected.
I pulled everything together into a detailed report with prototypes for the dev and product teams. This became the blueprint for the product's roadmap going forward.
The insights from this study ended up shaping how we approached design across the entire product line for years to come.
