Small Business POS Platform Design
At Bank of America, I led the UX design for a new online Point-of-Sale (POS) platform, a key initiative to acquire and retain small business customers and establish the bank as a leading provider in this competitive market. This project directly addressed the challenge posed by agile fintech companies like Square, Stripe, and Clover, aiming to differentiate Bank of America's offerings beyond traditional financial services by providing a superior, user-centered POS solution.
As the UX Lead, I was responsible for the end-to-end design of the customer discovery experience, focusing on creating a guided and intuitive journey that empowered small business owners to identify the ideal POS solutions for their unique needs. My key contributions included:
Re-architecting and Redesigning the Customer Discovery Experience: I led the research and design efforts to overhaul the existing customer journey, focusing on simplifying complex information and providing personalized recommendations based on business type, size, and specific needs. This involved user research, competitive analysis, journey mapping, and iterative prototyping.
Developing a Component-Based Design System: I established and maintained a comprehensive, component-based design system optimized for both desktop and touch-screen devices. This ensured a consistent, scalable, and accessible experience across all platforms, while also streamlining the development process. This involved close collaboration with engineering to ensure seamless implementation.
Defining the Content Strategy: I collaborated with marketing and content strategists to develop a content strategy that balanced the trustworthiness and established reputation of Bank of America with customer-centric messaging that resonated with small business owners. This focused on clear, concise language and highlighting the value proposition of the platform.
Leading User Research and Testing: I planned and executed user research studies throughout the project lifecycle, from initial discovery to usability testing of prototypes and the final product. These insights directly informed design decisions and ensured the platform met the needs of our target audience.
Collaborating Cross-Functionally: I worked closely with product managers, engineers, marketing, and compliance teams to ensure alignment on project goals, technical feasibility, marketing strategy, and regulatory requirements.
This project directly contributed to the bank's strategic objectives of increasing small business acquisition and retention by offering a user experience that surpassed the competition and solidified Bank of America's position as a trusted partner for small businesses. I can provide specific metrics demonstrating the impact of my UX contributions upon request.
