📃 Overview

<aside> 👩🏻‍💻 Role Highlights

• Led product design for a team focused on Consumer Banking’s end-to-end Account Open processes on the RBC Mobile App, Public Site, and advisor-facing internal Account Open Tool, with up to 10.7 million active users

• Led the design process for the Suspend & Resume epic—enabling users to save incomplete account opening application, and resume at a later time

• Moderated user tests with target demographic, consolidated feedback data into patterned information, presented findings, and iterated accordingly

• Leveraged and contributed new components to the RIG (RBC Interface Guidelines) design system

• Created detailed annotations for developers and conducted a rigorous design audit during the development phase

• Worked cross-functionally with project managers, developers, business analyst, lead researcher, and more

• Balanced vision, business needs, usability, and aesthetics

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Opening a bank account can be a cumbersome process. RBC attempts to make it easier by allowing users to open bank accounts online, without having to go into a branch. To make the process even smoother, and win back the users who had dropped off from an online application before completing it, I designed the Suspend and Resume experience. This allows users to pick up an application exactly where they left off, which limits the need to re-enter information (particularly tedious steps like Identity Verification) and ultimately leads to a higher number of new accounts opened.

After testing and successfully designing the solution for the Suspend and Resume experience on the RBC mobile app, I then translated the design for mobile browsers, before finally undertaking the designs for the Suspend and Resume experience for in-person and remote branch advisors. This allows users to drop off from an application online, and then pick up where they left off in person at a physical branch or over the phone with a remote RBC advisor. The designs are currently in effect throughout Canada.

🚀 Final Design Experience in Action

https://vimeo.com/1069068691/be076b5c63?ts=0&share=copy

https://vimeo.com/1069069265/3549f02a97?ts=0&share

User Flow Diagram

This is RBC’s Mobile Account Open process for Personal Deposit Accounts, showing how the new Suspend & Resume process fits into it.

Table of Contents

📃 Overview

🚀 Final Design Experience in Action

User Flow Diagram