Springboard

2022

Co-op Solutions

Navigation for Member Products

Problem

The card-centric model limits credit unions' understanding of members' product portfolios and their interconnections.

Springboard’s focus on debit and credit cards fosters a perception that members are merely linked to card numbers, rather than viewed as holistic members.

Solution

We redesigned the navigation and IA to prioritize members, showing the various cards associated with each member.

This streamlined navigation for call center agents during service calls, enabling faster issue resolution.

Impact

With backing from product and engineering, the member-centric redesign became the top priority for the first release, the Springboard Modern Experience.

The new interface has launched with beta customers, simplifying training and enhancing service efficiency. Quicker solutions allow agents to engage more meaningfully with members.

My Role

Co-Lead Product Designer

Led user experience design and research

Including research planning, prototyping, conducting usability testing, and synthesizing research findings

Developed a role-based journey map with the Technical Product Owner

Identified platform users, their goals, and their current processes.

Managed stakeholder expectations and socialized progress

Delivered biweekly demos highlighting design improvements and key research insights.

Collaborated with three Engineering teams

Performed design hand-offs and provided ongoing feedback throughout the development process.

My Team

Collaboration

Goals

KPIs

The member-centric redesign targeted these goals:

Reduce navigation time between products by 15% during service calls.
Increase the average number of resolved service calls per day by 10%.

Challenge

How can we transition to a member-centric view within a legacy system?

Springboard is burdened with excessive data and complex mega menus, confusing users and complicating onboarding. New users find navigation difficult to use, while existing power users are resistant to change due to their established workflows.

User Types

Credit Union Card Services Member

Has access to one Credit Union’s data

Co-op Contact Center Agents

Has access to all Credit Unions that a customer may be a part of but has limits on what tasks they can perform for a Credit Union

Design

We stress-tested our navigation explorations.

My teammate and I diverged and created eight wireframe concepts to approach the member-centric navigation framework. Scalability was crucial, so I stress-tested our wireframe concepts against the 30+ screens and features in the legacy Springboard system to identify where the navigation might fail.

Design

We converged on a navigation framework that placed the member information at the the top left, with a scalable side navigation for cards.

The side navigation works better when your information architecture has many top-level items that cannot be easily grouped into several buckets. This also means it much easier to add more items as your product grows.

User Research

We validated our design with 72 users, confirming the value of a member-centric view.

Taking a hypothesis-driven approach, we gathered feedback that reinforced our direction.

“I love the look and feel of the Modern Experience. The ability to see a more holistic view of the members entire relationship with the credit union and still maintain the ability to drill down to that card level data is great. This will help us see how the individual transacts with the credit union and give us the ability to offer rewards and cross sell products that are more tailored to the members specific needs more efficiently.”
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- Crystal, Card Services Manager

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Key Learning

Users expect to see new accounts appear on the left after completing a stolen report flow.

The stolen report flow is one of the most common actions agents take on an account. It was essential to demonstrate these different states of Active and Inactive Cards in the new navigation structure.

I explored two concepts:

Concept 1: A list view that expands for inactive card information.
Concept 2: A tab view that shows the relationship between active and inactive cards.

Proof of Concept

Collaboration with Engineering

I partnered with the engineering team to develop two proof-of-concept (POC) designs. They preferred Concept 1, as it clearly showcased the active card without the distraction of the inactive cards. We agreed, noting that Concept 1 provided a cleaner interface and that showing the relationship between active and inactive cards wasn't essential at this point.

Impact

The new interface has launched with beta customers, simplifying training and improving service efficiency.

Beta customers see the most value in the Springboard’s Modern Experience features enhancement is in its ability to provide users with fast, easy access to account information across both debit and credit product lines.

Springboard Press Release

Other Work

Design System

I contributed to the development of the design system led by the lead brand design team.