Until 2021, the majority of Wells Fargo Small Business Customers were unable to successfully open a Checking Account online. I was part of the design team that shipped the MVP of a new online checking experience for the bank’s new and existing customers.
This project is live on Wells Fargo's Small Business Accounts. In order to comply with NDA requirements, I have only provided a high level overview.
A significant majority of Wells Fargo Small Business customers were unable successfully open an online Checking Account. Users found the experience time consuming, confusing and stressful because they were met with a long and complicated list of steps to enter information. Unsuccessful users were forced to visit a bank teller in person to complete their online application. The pandemic (COVID-19) made it harder for users to visit a retail location and a majority of those users turned to other banks for their financial needs.
Problem
My Role
Product Designer on 3 person team (2 product designers, 1 design lead)
Timeline &
Contribution
Over 11 months, I designed parts of the personal and business validation experience for desktop and mobile. I leveraged the existing style guides to develop a new grid for design components and supported the design lead by understanding requirements set by Product Managers across 5 lines of business. I frequently presenting my designs during design reviews for stakeholder buy-in. Collaborating closely with the Content Strategist allowed us to guide users throughout the application by setting clear expectations.
We built a solution that decreased the number of required fields needed to run a validation ensuring that customers were successful in opening an online checking account on their first try. The MVP was available to the banks 3+ million existing customers and new prospects.