FinTech
Timeline: 2022 - 2025
Designer of products, processes & user experience
Being part of the in-house UX team at ČSOB, I focused on delivering exceptional user experience for Investment & Savings digital products and processes to drive digital sales, mainly in the retail segment.
Key activities
Public web
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Redesign of core process pages, product pages & conversion deeplinks into the app
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Design of campaign pages
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UX improvement of the blog area & the investment blog template
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Application of the mobile-first approach
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Balancing SEO requirements & business needs
Mobile app
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Quick-win UX recommendations
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Design workshops for long-term changes in product processes
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Synthesis of insights from users into actionable UX suggestions
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Customer journeys revisits & updates
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(Re-)design of digital product order processes
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Challenging technical, compliance & prioritization constraints
Service design
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Creation of customer journeys for digital-assisted & advisory use cases
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Support in activities for hot leads
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Participation in cross-channel discovery workshops & hackathons
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Parting in an omnichannel project targeted for advisory with a new digital service for multiple enrollments
Internal processes
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Building new internal front-end apps for advisory & clients
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Daily cooperation with product owners, project managers, ITAR, BAR, SAR, IT/business analysts, digital channels, advisory, legal & compliance
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Part of the involvement team with external contractors, agencies & SaaS
Design process
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Internal process improvements:
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Process of website creation & redesign with the involvement of business partners
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Business brief template for design
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Lead journey template & workshop activity for marketing digital campaigns
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Step-in/-up savings & investment products map
Digital products
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Finance plan, Savings account, Term deposit, Combi offers, Investments
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Channels: Public web & digital apps
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Product mapping & maintenance of customer journeys
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UX strategies & UX improvements
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Preparation & facilitation of digital products workshops
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Participation in project hackathons
SLAM activities
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Digital sales support & campaign recommendations
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Lead journeys enhancements
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Customer after-sales feedback analyses & action planning with business partners
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Maintenance of design project records & UX backlog management on Jira & Confluence
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Agile work with SCRUM ceremonies
Projects
Redesign of the core investment process pages to engage mainly non-investors and provide a clear path to final conversion.
Transformative big-scale project with a significant impact on the architecture of processes for internal & external usage.
Redesign of the explanatory page to the conversion page, reflecting the new asset methodology of the sustainability in investing.
Creating the finance planning scheme in the form of a digital tool to leverage financial advisory with gamification aspects.
Representing UX design conceptual part for quick-fix suggestions up to a co-creating a new process for digital investing in the app.
Digitalisation projects for certain savings products to establish a dital ordering process in addition to the branch advisory.