First United Bank Account Opening Experience
Project Manager: Dustin Thermond, VP - Managing Product Manager @ First United Bank | CSM®, CSPO
I am limited by an NDA to show screens of the previous system, component libraries, branding guidelines, etc.
Opening a business bank account at FirstUnited Bank (and many traditional banks) required an in-person visit with a banker. Users had to fill out lengthy paperwork and wait for manual identity verification, resulting in delays and frustration.
Poor User Experience: The existing web interface was outdated and not mobile-responsive, leading to user confusion and high abandonment rates.
Limited Transparency: Customers had little visibility into the status of their application or the steps required, increasing calls to customer support.
My Roles:
Design: Led the design process, creating user flows, wireframes, and high-fidelity prototypes.
Research: Conducted interviews and usability tests to uncover insights and validate designs.
Cross-Functional Collaborator: Worked with stakeholders, developers, and product managers to align on goals and deliverables.
Problem Solver: Addressed pain points by designing a streamlined, mobile-responsive application flow with modern verification methods.
Results:
Completion Rates: Increased by 60%, rising from 40% to 64%.
Time Efficiency: Reduced average time to complete the application by 60%, from 60 minutes to 24 minutes.
User Satisfaction: 85% of users rated the new process as "Very Satisfactory," and NPS improved from +10 to +45.
Support Call Reduction: Decreased account setup-related queries by 60%, reflecting improved user clarity.
Design is currently being pushed to Dev for further user testing and feedback.
Contact me directly for permission to view handoffs and design documentation.
