The document outlines the principles and processes of UX design, emphasizing problem-solving and user research to enhance product usability. It highlights the significant growth in user engagement and satisfaction, illustrated by increased ratings for mobile banking apps. The UX design team promotes an iterative approach that incorporates user feedback to create innovative and impactful digital solutions.

1. UX Design and MRID
HOW WE WORK
A Method for Problem Solving

2. ux design
is Problem Solving
is translating an Idea into something Useful
begins with a Need
Focuses on how the user Interacts

3. user research
Identifies possible stumbling points in a process
aids in Focusing concepts with user Expectations
is the User’s Advocate

4. HOW we work in user research
In-Depth Interviews
Surveys
Focus groups
Usability Testing
Ideation Sessions (Brainstorming, etc.)

5. ux design and
user research
increases the
opportunity to
produce
engaging and easy
to use products.
Emphasizing

6. April 2011
ux design impact
300
thousand
12
million
21
million
0
Total
Sessions
4,700% Increase
since April 2011
April 2012 April 2013 April 2014
Native Apps
130%
unique Users
increase in
iPhone/iPad Ratings:
“Okay, never thought I
would get excited
about a banking
app….ever”
Android Ratings:
“Absolutely wonderful!
Intuitive, clean and
simple interface.”

7. ux design approach
delightfulsimple well-crafted

8. listen
ux design method
define iterate verify
+
Research
decode
+
Research
+
Research
+
Research

9. what we work on in ux design
Member Experience Touch Points
Mobile Applications
Web Sites and Online Banking
Internal Applications

10. departments & number of projects
eChannels
Marketing
Savings & Membership
Corporate Comms
Credit Card lending
Social media
HR
PEX
MRID
Retirement
Contact Center
Branch
GEM
ISD
BPA
20 40 60 80
47
24
4
1
1
1
1
2
1
2
3
2
1
1
28
9
6
5
5
4
2
2
4
1
1
Active Projects
Complete Projects
Jan - July 2014

11. UX Design and MRID
HOW we do it

12. listen
To the needs of the user
and the business to identify
and solve problems.
search
information
time
updated
links
hard
help
navigate
pages
tab
location
work
find
like
feature
hard
improve
looking
function
needed
pages
procedures
A-Z
area
feel
better
relevant
HR
always
manuals
jobhome
extremely
type
words
helpful
improve
number
example
sometimesseems
A-Z
branches
specific
organization
easier
available
improvementquickly
employees
tool
results
option
effective
departments
related
members
contact
location
system
employee
word
found
good
different
department
training
think
better
engine
great
something
times
phone
one
site
needs
access
works
everything
improved
products
numbers
searchable
organization
link
BOTAD
content
friendly
call right
job
know
everything
datesearching
area
never
certain
items
less
items

13. decode
Using sketches and wire
frames to define the
usability, interactions and
elements of delight.

14. define
Creating visual cues with
Visual Design to guide a
user toward the desired
behaviors, while
maintaining the brand
personality.

15. iterate
Focused on member
experience, a cycle of
iterations and finesse. Never
One-and-Done.
!
Incorporate feedback from
user testing.

16. verify
Collaboration with
development and research
on the targeted solution.
!
Maintain the voice of the
user, while supporting the
project goals.

17. ux design & research matters
By constructively challenging current practices, the UX Design
team and MRID work with you to find innovative solutions.
We identify concepts, strategies
and trends that will have a
lasting impact; by seeing things
from the user’s perspective.

18. engage us early
Whether it’s a new idea or a problem you discovered;
before embarking on a digital project, contact us.
UX Design - Mitch Hazam
User Research - Elaine Offley
Account Access - John Robertson
Mobile - Meghan Gound
MRID - Marcia Sanford

19. Thank You!