UX design and management for a top 20 bank
I joined a new in-house design team to help redesign the public facing website and improve the logged-in experience, then was promoted to manage other designers.
Website redesign
First Citizens Bank had never before had an in-house design team. Design had always been outsourced to external firms and, because the site was hard coded, content updates meant development work.
The team talked to customers to uncover real pain points and worked closely with internal partners to create a more intuitive information architecture.
What we did:
Replatformed the site from the ground up to a new content management system (Adobe Experience Manager) for quick and efficient updates.
Modernized the website with a new custom design system, Evolve.
Prioritized accessibility and made compromises with the content team to balance user experience with search engine optimization goals.
Made it easier for customers to find, compare, and open an account.
Outcomes
83%
increase in CTA clicks
70%
bounce rate reduction
54%
increase in account openings
