objective.
Provide a consistent and effective way for customers to find and understand the bank’s investments solutions and products in a designed and accessible experience.

role. 
Product designer

team. 
Digital Factory

Driving growth by placing customers first through strategic thinking in the design process and ensuring an easy and simple user journey.

1.

Contact Advisor platform
—International banking

OVERVIEW

The Caribbean market is at an earlier stage of digital transformation and relies heavily on in-person transactions and physical means of identity validation. The digital choices made for Scotiabank Canada became the default baseline for the Caribbean market, therefore tailored strategies are needed to meet customer needs in this market and provide sustainable customer value to the bank.



OPPORTUNITIES

︎ Over-reliance on branch
Every digital journey touches a non-digital component because of the lack of digitization (signatures, paper, cash) making the customer not being able to get to the bottom of things without the branch interaction. On top of that, if you’re not a primary customer, there is a huge dip in the quality of customer service at the branch, and therefore in the overall banking experience.


DESIGN APPROACH

Provide a personalized experience for affluent customers from the comfort and security of their homes, via the public site and the mobile app.

This experience will allow customer to book an appointment by chat, direct line or video messaging with a dedicated bank advisor. It will also provide customers with digital tools such as Appointment booking, eSignature, Co-review documents, online transfer and payments limites per Segment.  

2.

Scotiabank web design
—Canadian Online banking

OVERVIEW

Proactive organizations are recognizing the value in a holistic approach to development, growth, and scaling. With the launch of the new in-house marketing department, there is a new collaborative space for marketers and product designers to reimagine the banking experience and translate collaboration marketing opportunities into tangible product solutions.
.


OPPORTUNITIES

︎ Wealth and global asset management
Ensure a cohesive experiences and reduce dependancy on creative teams by redesigning the existing content architecture and providing a reusable platform that will adapt to each country’s needs.

︎ Newcomers portal
Remove points of friction and broken user experience by aligning the existing portal with the Scotiabank design system and in conform with the Web Content Accessibility Guidelines.

︎ Personal banking
Deliver a holistic propositions through the collaboration within the Design Community of Practice (Marketing, Research, Accessibility, Content, Service Design) to transform and reimagine the banking experience across the organization and for customers.