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Your data, your control: Personal settings

Empowering commercial banking clients by giving them control over their personal data and communication preferences.

Role

UX/UI Designer
UX Researcher

Time

5 months +

Responsibility

UX research, UX/UI design, UX strategy

Background

Limited control over personal data and preferences

The existing personal settings in the current platform were limited due to:

No system of record for non-legal roles

No verification process

Multiple digital credentials for a single identity

Our goal was to make users the primary source of their own contact data, not only to collect the most relevant data from them but also to empower them with greater control over their personal data, thereby fostering trust and transparency throughout the experience.

Phase

Understanding the users

Jane

Customer Service Associate (internal)
Pain point: Locating resources quickly when clients call about issues
Goal: Resolve issues quickly for clients

Jonathan

Sales Operations Manager
Pain point: Delayed responses slowing down process
Goal: Ensuring a smooth process for his team

Solution hypothesis

Centralized self-service platform
- Providing control of their own personal data
- Reducing the time spent updating information via associates

Concept testing

Multiple entities living under 1 digital identity
Freedom to change org view
Verified contact information
Self-serve edit/delete options

Findings

Positive response to the self-service platform
Negative reaction to merging separate entities into one space
- Risk of data mix-ups & miscommunication
- Restricted access & ownership of accounts

Design solutions

Enable optional consolidation for related entities

(pre-entry to settings page)

Create a secure personal settings space with role-based access controls (Admin overview)

Pivot

New scope for the MVP

Tech constraints on data consolidation
Data privacy requirements
Frequent change in delivery timeline

Design

Scoping the new MVP

Next Steps

Ensure design pattern consistency with other platform designers
Align with the data/cyber team on constraints, requirements