Situation:

The My Rewards Program was developed to help small businesses offer additional perks to their banking clients, such as bonus rewards, cash back, roadside assistance, and short-term loans. However, the process for creating and maintaining client reward websites was outdated, complex, and time-consuming, making it difficult to manage effectively.

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Task:

The goal was to streamline the creation and maintenance of client reward mobile apps for banking institutions, reducing deployment time and resource demands while ensuring a seamless, efficient, and compliant user experience.

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Action:

• Researched automation techniques for mobile app updates, leveraging HTML/CSS and Design System to support 86 banking institutions, ensuring scalability and efficiency.

• Adapted an existing computer-based application for mobile compatibility, ensuring smooth functionality across devices.

• Developed detailed personas for each institution based on their unique banking criteria and compliance requirements to tailor the experience accordingly.

• Created user journey maps to address compliance needs and enhance usability, presenting these insights to executives for validation and alignment.

• Prepared comprehensive design specifications and workflows for the administration portal, ensuring clarity and consistency in implementation.

• Collaborated closely with an offsite development team to guarantee accurate execution and deployment of the new system.

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Result:

• Successfully developed an autonomous process that streamlined mobile app updates for all remaining banking institutions.

• Achieved rapid deployment with zero defects, significantly reducing manual workload and operational bottlenecks.

• Improved usability and efficiency with an enhanced user interface and simplified workflows, benefiting both banking institutions and their customers.