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TL;DR

I led a lean UX design team, overseeing design team, producing deliverables for user research, UX strategy, IA, wireframes, usability testing, and collaborating with external clients and cross-functioning stakeholders.

My tasks also included project timeline, and day-to-day tasks throughout the design process.

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Background

Overview

As a private bank, Toyota Financial Services Bank (Toyota Bank) provides products and services exclusively to eligible Toyota and Lexus Dealer employees and their family members. Toyota Bank partnered with iCrossing to modernize their digital touchpoints. Through this partnership, Toyota Financial Services Bank (Toyota Bank) began a digital transformation journey to enhance their online experience.

My role

• I led the UX design of this project collaborating with a lean team of a Senior UX Designer, 2 Strategist, 2 UI Designers, VP of Experience Design, and a Product Manager.
• My tasks entailed owning project roadmap for UX Design, the end-to-end design process, and defining redesign strategy.
• I've also conducted hands on tasks including conducting user research, redesigning the information architecture, designing hi-fidelity wireframes, and pairing with UI and strategy team.

CX Roadmap

Future Transformation

The redesign prioritized enhancing Customer Experience (CX) by addressing gaps across key touchpoints and identifying opportunities. We created a 2-5 year roadmap for implementing improvements across digital experiences, including user portals and digital banking services.

Phase 1: Website Redesign & Rebranding

The transformation began with the .com website redesign. This touchpoint demonstrated high traffic, was critical for conversions, and showed significant pain points across all target users.

Phase 1 action items included:

• CX redesign
• IA
• Interface redesign
• Rebrand (logo, design system)