Truist Bank formed as a result of a merger between SunTrust and BB&T in December 2019. I joined SunTrust in May 2017. After the merger was announced, I continued my work within the Commercial line of business as our team of UI designers, UX designers, and researchers more than doubled in size.
As we worked toward “Client Day 1”, which was the day when people started transacting as Truist customers, our goal within Commercial was to provide corporate financial professionals and bank employees with the tools they need to keep their day-to-day operations up and running.
While I am limited in what I can publish, here is what I can share:
✨ Defining and using design principles: How I defined, and now use, design principles to aid decision-making within my scrum team. Read the write-up →
My role at Truist
As a Principal UX Designer at Truist, I led the design for a tool that enables internal teams to onboard and provide ongoing support to users of Truist's flagship commercial banking product. I also provided oversight and insight to other designers who worked on the client-facing commercial products. To expand on this, I focused on:
• Leading the design for our internal product for onboarding commercial clients and establishing a vision for the future of Truist’s client services and onboarding tooling.
• Shaping product strategy by establishing UX-focused success metrics to evaluate the outcomes of our work.
• Improving design team processes and helping other designers develop better ways of working by sharing techniques (1:1 and in group settings) and leading by example.
• Identifying cross-product design work and coordinating with other teams to help build holistic and effective products and make sure that the right work gets prioritized.
• Initiating and conducting research with my team, typically in partnership with a researcher, to identify insights that guide the vision, identify pain points and surface opportunities.
• Using design artifacts (service blueprints, process maps, concept models, prototypes) and collaboration sessions (discovery workshops, prioritization workshops) to build understanding, spark conversations, and aid decision-making.
• Interviewing and assisting with onboarding new UX designers.