Transformed personal digital banking experience used by over 300K+ active digital users to become a leader in the Canadian financial landscape, digitizing complicated manual financial products into fluid self service capabilities with meaningful business results.
Grew app store ratings by 2X, winning multiple awards while establishing design roadmap, establishing design ops and contributing to company wide OKRs.
At Coast, I manage the design org leading the personal and commercial banking experience features sets and digitization of complex financial tools and capabilities.
Some features aligned with organization OKRs, include - enabling end to end fulfillment for Registered Contracts, Multiple term GICs, Registered contract Transfer, Digital PAP’s and targeted marketing capabilities
These experiences spanned multiple platforms, desktop, tablet, native iOS and android apps and responsive web.
Key Actions
Establishing trust
When I joined, process maturity was low in general. I worked with product and technology to define the role and timing of design in the agile transformation of the teams. Fast forward to current state where the team releases every month with a design first perspective. Design & Product Roadmaps, planning and delivery are all run in partnership with design with high trust
Up-leveling team
The design team consists of some talented, brilliant and compassionate people, but they were working inefficiently without defined career paths and no design ops capability. This became acutely apparent when the organization underwent a complete rebrand and the design team struggled.
I established a process to integrate ops, defining roles and creating accountability.
Increasing visibility
I partnered with my peers to drive visibility to my team’s work and contributions with executive leadership. Sitting at various tables, such as the EDI council and being the co - chair to the Disability ERG allowed me to bring forward the importance of inclusive design and the execution of accessibility as part of BAU.
This catalysed a sense of accomplishment, belonging and purpose in my team
Impact
2023 Best Mobile App in Canada
iSKY Research, a research firm based in the UK has ranked our app as Mobile App#1 for Mobile Banking and #3 for Online Banking in Canada for 3 years in a row
Best Credit Union in 2023
Ranked #1 Credit Union, #6 Mobile Banking and #9 Online Banking in Canada by Surviscor a Canadian based analysis firm specialised in digital experiences
4.5/5 App Stores Ratings
More that 9.3K ratings by our members have been submitted to the App store with a score of 4.5 stars out of 5
