PROfessional work
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Background
FirstDirect 1.0, designed and built in 2015, struggled to scale alongside the increase in customer and transaction volumes. Usability was challenged, application reliability suffered and performance issues increased. Coupled with the burden of paying annual maintenance service charge in hundreds of thousands a tech company that built the solution, it was time for change.
Our goal
Reimagine and rebuild our Corporate Banking application - FirstDirect 2.0 as a seamless business banking solution.
Our high level goals were to:
Make it fast and easy to use for everyone to process transactions
Create a platform with efficient workflows for multilevel approvals
Enable integration to external customer systems/ ERPs
My role
I led the design of FirstDirect 2.0, a corporate internet banking solution across Desktop, IOS and Android platforms. We conducted customer and market research to gain key insights for planning. I led efforts to address customer pain-points related to user experience. I executed journeys, wireframes, prototypes and design specs. Collaborating with PMs, engineers and business stakeholders, we built a simple solution that delivers meaningful business banking experiences.
Problem definition
Our customers struggle to provide feedback on poor banking services, sometimes they have to visit a branch physically or deal with long wait-time trying to access a customer representative via call, Twitter, Facebook or Instagram. Our solution should deliver a simple way for customers to submit complaints, provide a tracking ID to monitor resolution status and integrate with Microsoft Dynamics Customer Relationship Management system.
Our goal
Allow customers submit complaints by scanning the QR code from anywhere it is placed; ATMs, branches, our website, our social media handles.
Enable customer to track resolution status and communicate with resolution team.
My role
I was responsible for the experience strategy and design of the system collaborating with the developer and project manager.
In January 2022, the Technology and Services Directorate of First Bank of Nigeria held an innovation challenge. I led the innovation team from my department to build a simple map-based ride-sharing app. YouFirst Rides is an intuitive app to enable carpooling to and from work for interested employees across major Nigerian cities. The mobile app inspired by Uber, was borne out of need for safer, stressless commute and a commitment to social responsibility. This is the story of how I made a positive difference to the lives of staff.
Starting with pulse-checking internal surveys, we noted that staff already share rides and were willing to continue to do so, aided by an app for time efficiency. Risks and potential safety issues were identified and adequately mitigated.
Inspired by the robust work already done by Uber, I was responsible for the experience strategy and design of the iOS and Android app. I led the UX work, producing all major deliverables and presenting these to senior stakeholders.
