PROJECTS/OBJECTIVES

• BMO Biller Search - As BMO underwent the biggest redesign of its software, improving the Biller Search and Selection project was part of transforming "money movement" at BMO to enhance biller search functionality and design for all digital platforms. This supported BMO's mandate to increase NPS while decreasing digital leakage to NACCC and branches.
• eStatements - With a complete overhaul of its digital services and as large corporations became sensitive to environmental problems, the eStatements project's goal was to transform how statements were treated and delivered to everyday banking users. The project's success saved the Bank millions of dollars monthly, as the right incentives encouraged people to choose environmentally friendly ways of interacting with their banking statements.
• Interac e-Transfer - Interac e-Transfer introduced enhanced user features allowing customers to request and recipients to fulfill fund requests (Money Request). Additionally, Interac introduced an 'Auto deposit' capability allowing e-Transfers to complete without security questions between sender and recipient.

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eStatements

ROLE: Leading UX Experience Designer

STATUS: Complete

OVERVIEW:

• BMO was spending millions monthly providing customers with paper statements.
• This presented an environmental problem.
• Research showed most bank customers NEVER opened their paper statements.
• Another burden: producing paper statements, reprints, and handling errors fell on quarter-ends when most major bank activities occurred. Moving to electronic statements reduced costs and capacity constraints at each quarter-end.
• BMO had an e-Statements switch system implemented in online web banking but no mobile solution.

OBJECTIVE:

• Create an online experience for the BMO mobile app, allowing customers to switch to e-Statements.
• Provide a flow highlighting the benefits of e-Statements.

PROCESS:

‍Working on projects redefining established systems was always a pleasure. Since nothing related to eDocuments existed in the mobile app, I stepped back to research existing solutions from competitors and our web experience. After initial research and ideation sessions, I documented first thoughts for business and stakeholder approval. Then it was time to bring ideas to life.

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Biller Search

OVERVIEW:

• BMO customers paying bills via web, tablet, or mobile should be able to easily search for and add payees to their profiles for current and future bills.
• Several customer pain points with online and mobile biller search were identified, related to technology, design, and usability.
• Finding payees was time-consuming, requiring customers to scroll through multiple search results. Account number requirements weren't always clear.
• These issues caused digital leakage to NACCC and branches, increasing BMO's costs while contributing to customer dissatisfaction and negatively impacting NPS.

OBJECTIVE:

‍Improving Biller Search and Selection was part of transforming "money movement" at BMO, enhancing biller search functionality and design across all digital platforms. This supported BMO's mandate to increase NPS while decreasing digital leakage to NACCC and branches.

STRATEGY AND APPROACH:

‍Improving biller search and selection initiative included:

• Enhanced search functionality
• Improved usability
• Better discoverability and support

PROCESS:

‍After exploring existing app/web experiences and gathering feedback during business kick-off sessions, I created initial wireframes addressing pain points. With tight deadlines, I implemented straightforward A/B testing to validate concepts. Usability testing feedback and business comments allowed me to enhance wireframes, accomplish initial goals, and address problems not identified in the initial business proposal.