Client: Top 10 U.S. Bank

Role: Human-Centered Design Strategist

Platform: Transition from legacy tools and siloed product workflows to a standardized, solution-oriented platform using PEGA for task management and systems integration.

Users: Internal treasury management teams, including front-line employees and managers involved in origination and implementation of banking products.

The Problem

The bank's origination and implementation ecosystem was:

• Fragmented across more than 40 products and 300+ manual actions

• Heavily reliant on legacy tools and siloed processes

• Burdened by inconsistent data collection, rework, and late-stage rushes

• Lacking a standardized, user-centered task management solution

Project Goals

• Understand and map current-state human and system workflows

• Identify inefficiencies, pain points, and redundant efforts

• Design a strategic vision for a centralized, integrated solution

• Enable future-state automation, quality measurement, and client experience improvements

My Role

As Human-Centered Design Strategist, I led:

• Discovery and scoping across a complex product and action set

• Design and facilitation of contextual research across employee roles

• Mixed-method research execution, combining qualitative interviews and quantitative analysis

• Reframing of challenges into actionable opportunity spaces

• Development of insights and prioritization framework for business, tech, and culture shifts

Approach

Research & Discovery

• Investigated 40+ products and 300+ origination and implementation actions

• Conducted multi-level inquiry across system inputs, workflows, employee experiences, and external outputs

• Captured pain points and bottlenecks from both individual and team perspectives

Insight Development

• Identified patterns of redundancy, manual QA burden, and task handoff failure

• Highlighted lack of visibility, data fragmentation, and customer experience inconsistencies

• Framed insights in terms of human interaction, system behavior, and business impact

Strategic Visioning

• Delivered a strategic roadmap grounded in real user and operational data

• Recommended a centralized PEGA-based platform to unify task and data management

• Proposed targeted technologies and automation opportunities to enhance employee and client satisfaction

Deliverables

• Strategic Vision Document with Full Research Synthesis

• Findings & Insight Reports (qualitative and quantitative)

• Opportunity Maps and Reframed Challenge Statements

• Prioritized Change Roadmap (business, tech, and culture)

• Target Platform Architecture Recommendations

• Technology and Automation Use Case Proposals

Challenges

• Navigating the complexity of siloed products and processes

• Aligning business goals with technical realities and platform constraints

• Ensuring research captured both day-to-day interactions and systemic inefficiencies

• Building a shared understanding across diverse stakeholder groups

Business Benefits

• Centralized and standardized task management through PEGA

• Reduced manual inputs and QA burden

• Improved operational consistency and visibility

• Better alignment of systems with employee workflows and customer expectations

• Strategic buy-in enabled by data-backed, clearly phased roadmap for transformation