Overview

Client SUMMARY

Citibank’s Retail Card Services group needed to rebuild their new servicing platform to be updated with new technology, new experiences and allow it to be visually customized for their 28 retail partners that would leverage the platform. The project took a massive 2-3 years to complete and was done in several phases that would include acquisitions (credit card applications), servicing (making payments, checking statements, etc.) and be scaleable to commercial retail cards for businesses. We would build, document and collaborate among the Razorfish team while informing and presenting our work to Citi’s internal stakeholders.

Challenge

One of the first keys to our success was team happiness and workflow. Before I started on the team, it was a very design-forward process and some parts of the team (UX & dev) were left out on key decisions and were not fully utilized. Once on board, I worked to establish trust and form good working partnerships with each core team member. We as a team then thought about what barriers we had as a workflow and came up with solutions, like building a “war room” for us to post designs, collaborate on whiteboards and have a central meeting spot for all things project related.

Process & Tasks

While at Razorfish, I was tasked with heading up the UX efforts for the Citibank client. I partnered with the Functional Analyist, Creative Director and the dev leads to document the current

Documentation

User Journey & User Flow

Product Sitemap

User Flow - Make a Payment (Add Payment Source)

User Flow - Forgot User ID/Password

Wireframes

Documentation Galore

Working with Citi’s internal teams, we needed to be precise and detailed with our documentation as it would be leveraged throughout the organization and we wouldn’t always be available to answer any questions they might have. So, when it came time to deploy a section of features the site, we would have copious notes with every instance and interaction noted. Sometimes our delivered decks would be upwards to 1,200+ pages when the project was all said and done.

Wireframe - Account Summary, Large View

Wireframe - One-time Make a Payment Module, Large View

Wireframe - Account Summary, XSmall View

Outcome

Overall, the project was a success for both the team and out client Citibank. Not only did it net more work for the agency (Razorfish was given the opportunity to help with retail banking initiatives) but the client saw a 36% completion rate of credit applications and a 58% return usage of the servicing platform, surpassing expectations.

Learnings

Visual observation is just as important as hearing what users have to say. If we only looked at the data from testing, we wouldn’t see that the problem for why a module was failing was from one word, that when changed, caused the module to work perfectly. Never underestimate the power of being there.

Portfolio

Associate Experience Director

Overview