Fortune 100 Global Bank
Unified Client Request Journey
Streamlined bulk modification of complex client info while ensuring data integrity across accounts reduces completion time and eliminates account errors.
The Challenge
A broader multi-disciplinary effort driven by technology leadership sought to better integrate disparate platforms and tools around key tenets of an Omni-channel Client Service experience.
The firm needed to unify and streamline the workflow for maintaining complex client information across multiple client accounts while quickly migrating to a new platform and modernizing the internal API approach for data management.
Additionally, the firm's Client Info operations team needed help bolstering their internal design practice as they uplifted their internal product and development practices.
The Result
- Successfully unified workflows across disparate platforms while reducing time to completion by 20%
- Enabled complex bulk modifications with data integrity safeguards
- Streamlined permissions management for organizational accounts
- Embedded design practice within the firm's operations team
- Evangelized Design Thinking across product and development teams
- Established Agile UX processes and workflows
Unified Workflow
The Unified Client Request workflow enables bulk modification of Party, Address, Accounts, Title and Authorities while ensuring data integrity and visibility to all the changes being made before the data transaction is complete.
Core Capabilities
- Bulk modifications across multiple client accounts
- Real-time data integrity validation
- Complete visibility before transaction commit
- Platform migration support
Unified workflow for complex client information management
Granular Permissions Management
Central functionality of this application is the mechanism for applying granular permissions on accounts for each party associated to the accounts. This includes whether they can make inquiries about the accounts all the way up to having full control and ability to delegate permissions to others.
Often this is quite complex when the account is owned by an organization rather than an individual. There is a relationship between permissions and whether the firm has full KYC (Know Your Customer) information about them. Thus there is an interplay of requirements for data capture limitations.
Granular permissions interface with KYC integration
Design Thinking Framework
As part of the engagement, we introduced and evangelized Design Thinking methodologies to product and development teams. This cultural transformation helped the firm's product teams better understand user needs and iterate more effectively on solutions.
Design Thinking framework applied across initiatives
Leadership Responsibilities
Team + Initiative Alignment
Defining the scope of work overall with Project Sponsors with weekly status check-ins
Agile UX Planning
- Big room planning and story-mapping design work into sprints
- Assigning and delegating work to team contributors
DesignOps
- Defining Agile UX process methodology steps for tracking
- Implementing Jira statuses and workflows
Managing the Engagement & Team
Led the Rightpoint multi-track team supporting several initiatives and embedding our staff as contingent employees while training and mentoring members of their team as they onboarded to the new organizational structure.
The firm's tech leadership trusted us to evangelize and educate their product and development teams on Design Thinking methodologies as part of their overall Agile coaching.