Case study · Asseco Poland
Rebuilding a core banking experience
Bank advisors serve customers in two systems: core banking for transactions and a workspace for advisory. I led UX for both in 8 cooperative banks and grew the design team from 2 to 10.
- Banking
- Enterprise
- Research
- Design system
01 Problem
Advisors switched between two systems and searched for the same customer in each. One small mistake in core banking meant starting a task again.
02 North Star
One system the advisor opens in the morning.
03 Action
17 interviews and shadowing in 4 banks, an audit scoring 41%, four fix packages and one design system for both.
04 Effect
-60% first-line tickets. Departures citing the systems -30%.
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