FISERV

Norcross/Alpharetta, Georgia (2010-2017)

Senior User Experience Designer (Special Project 2010-2011)

Sole resource responsible for completely redefining, managing and delivering highly-rated designs for the new Fiserv ClientCentral (Debit Card Management) Suite of products that fully delighted our customers.

  • Redefined all key workflows and corresponding (100+) screens within Fiserv EFT’s top applications.
  • Received fantastic customer reviews as the new designs were far more intuitive and effective in allowing users to better service their clients.

Key Responsibilities/Accomplishments

  • ClientCentral Debit Card Call Center Suite (10-Month) Redesign Project
  • Conducted extensive research to fully understand the breadth and depth of the users’ needs as well as their corresponding wish lists.
  • Created a project plan based on the analysis of my research, allowing me to focus on the most important areas and effectively manage this project to completion.
  • Conducted multiple stakeholder, employee and customer interviews to help me better assess the product suite and analyze all user workflows, goals, wish lists and pain points.
  • Developed excellent working relationships with our internal customers, stakeholders, SMEs and external customers (financial institutions), providing me a critical source of ongoing information and feedback.
  • Facilitated over 40 cross-functional workflow/design workshops to completely redefine 28 of the 34 primary workflows within the ClientCentral Suite of products.
  • Received excellent response during ongoing user testing which allowed me to make adjustments as needed.
  • Provided all appropriate design standards and templates.
  • Final Executive Management Redesign Presentation that completely delighted them and their customers.
    (This product is used by financial institutions of all sizes, from Bank of America and US Bank, to small banks and credit unions.)

Extensive samples available upon request

Senior User Experience Designer (Responsive Web & Mobile 2011-2017)

  • Streamlined and significantly improved the design and overall user experience/customer satisfaction for many of our products. This included CheckFree RXP, which is the leading electronic billing and payments solution.
  • Completely redesigned large areas of our CheckFree RXP BillPay product in 2015 which is now reflected in nearly 4,000 financial institutions throughout the world, including Bank of America and SunTrust Bank.
  • Facilitated cross-functional workshops to define new workflows, sitemaps and designs, then created extensive interactive prototypes for user testing and fully annotated wireframes for final development.
  • Conducted extensive user testing for many of our web and mobile designs to ensure each screen and corresponding workflow was intuitive and user-centric.
  • Developed many internal solutions and corresponding processes to streamline workflows, improve collaboration and provide easy access/adoption of design standards, patterns and best practices.
  • Created several designs for the new ZelleSM (www.zellepay.com/) mobile app. Although there were over 100 financial partners involved in this new product (including Bank of America, Capital One and Chase), Fiserv was responsible for designing, building and maintaining all mobile and responsive web solutions.