Enterprise Mobile Banking
Increasing mobile adoption by 15% through clearer product direction
Context
The platform had not been updated in years.
Product leadership brought in an external engineering agency using screen-scraping technology to enable interface updates, initially focusing on visual improvements.
the problem
Mobile workflows prioritized structure over usability
Clients understood how to use the system, but struggled to efficiently access and act on information on mobile.
Information and actions were not clearly prioritized
Clients had to navigate multiple screens to understand what required attention
Key workflows required decisions before relevant data was visible
the shift
From visual updates to structuring workflows
The issue was not visual. It was structural.
Clients could not quickly identify what needed attention or complete key workflows without unnecessary steps.
I shifted the focus from updating individual screens to structuring workflows around how clients complete tasks.
The Decision
Prioritizing key workflows before design
I pushed back on moving forward without clarity on what mattered most.
Early exploration showed that designing without prioritization led to unfocused outcomes.
I escalated this to my Director and VP and aligned on resetting the approach.
I introduced a structured prioritization process:
Facilitated a requirements workshop with the PM
Led a dot voting session with bankers
Created a prioritized roadmap based on client needs
This shifted the team from redesigning everything to focusing on high-impact workflows first.
Defining high-impact workflows to deliver first
Structuring access around key workflows
Fewer steps and clearer task flow delivered through prioritized workflows
I focused on how the system delivered information within existing constraints.
Using screen-scraping technology, I mapped logic to automatically surface relevant data based on client context.
Reduced steps required to access account activity and key information
Removed the need for manual filtering by pre-configuring system behavior
Ensured the system displayed the maximum available data within platform limits
Introduced a dedicated filtering experience for deeper exploration when needed
This shifted the experience from requiring configuration to providing immediate visibility, while still supporting deeper workflows.
impact
Increased adoption through structured workflows
Tasks became easier to complete by clarifying what needed to be done and reducing the effort required to access key information.
Mobile adoption increased by 15%
Reduced steps required to access key information
Improved ability for clients to identify and act on critical tasks
Targeted functionality introduced based on prioritized workflows
By prioritizing workflows and restructuring how information was surfaced, the experience shifted from interpretation-driven to more direct interaction, while still supporting complex workflows when needed.
Learnings
What I learned
Strong product direction matters more than interface improvements alone.
How I grew
I became more effective at introducing structure in ambiguous environments and aligning teams around a shared direction.
What changed
I now focus on creating clarity through prioritization, ensuring teams align around what matters most.