M&T Bank is a large financial institution offering various financial products and services to individuals, businesses, and communities. Focusing on digital transformation, M&T Bank sought to modernize its online and mobile banking experiences to meet its customers' evolving needs.
Role: AVP, Lead Product Designer
As AVP and Lead Product Designer, I drove the design and user experience strategy for M&T Bank’s digital platforms. My focus was on creating an intuitive and secure online and mobile banking experience that catered to the needs of both retail and business customers.
The Challenge
M&T Bank faced challenges in modernizing its digital platforms to keep up with customer expectations for seamless, secure, and user-friendly banking experiences. The challenge was to create a digital platform that provided complex financial services while maintaining simplicity and accessibility for users with varying levels of digital proficiency. Additionally, the design needed to meet stringent compliance and security standards.
The Process
Research & Discovery: I led extensive research initiatives, including customer interviews, user personas, and usability studies, to gain a deep understanding of customer needs. We explored users' challenges with traditional banking interfaces and gathered insights into how customers interacted with digital financial tools. This research helped prioritize key features such as simplified navigation, quick account access, and easy payment solutions.
Wireframing & Prototyping: I developed wireframes and interactive prototypes to reimagine the digital banking experience. The designs focused on enhancing core banking tasks like bill payments, transfers, and loan applications while ensuring that security and compliance were integrated seamlessly into the user experience. Usability testing helped validate the designs and fine-tune workflows.
Collaboration with Stakeholders: I worked closely with cross-functional teams, including engineering, security, legal, and compliance, to ensure the design met the technical and regulatory requirements. Regular design reviews and collaborative workshops with stakeholders helped align the design with M&T Bank’s strategic goals while also addressing the needs of various user groups.
Agile & Iterative Design: Using an agile approach, I delivered iterative design updates based on user feedback and evolving business needs. I continuously tested new features with real users, refining designs to enhance usability, performance, and accessibility. This iterative process allowed rapid adjustments in response to regulatory changes and customer feedback.
The Solution
The final solution included:
Revamped Online Banking Platform: A modern, intuitive platform that provides quick access to core banking features such as account balances, transfers, payments, and loan services.
Enhanced Mobile Experience: A mobile-first design that made it easy for users to manage their finances on the go, with features like mobile check deposits, real-time alerts, and secure access.
Personalized Dashboard: A customizable dashboard that allows customers to personalize their view based on their most frequently used services and accounts.
Results
• Increased User Engagement: Within the first six months of the redesign, user engagement with the online and mobile banking platforms increased by 25%.
• Improved Customer Satisfaction: Post-launch surveys indicated a significant improvement in customer satisfaction scores, with users praising the ease of navigation and enhanced mobile features.
Conclusion
At M&T Bank, I led the design and user experience efforts to transform its digital banking platforms. The redesigned experience met the complex needs of retail and business customers and improved security and compliance without compromising usability. I contributed to M&T Bank’s broader digital transformation through a customer-centered approach, helping the institution remain competitive in an increasingly digital world.
