2023 Summer
UX Intern @Santander Bank
As a member of a dynamic team, I had the privilege of engaging in a diverse range of tasks. My responsibilities spanned research, user testing, and UX design, culminating in the creation of comprehensive end-to-end experiences for products across mobile banking apps and public websites.
The projects I contributed to include:
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Mobile Banking App user experience improvement
Identify UX issues with the paperless statement feature from user research to provide UX improvement suggestions and deliver 6 of the final designs to development.
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Public Site communication analysis
Conducting user testing on the public site to gain first-hand user feedback ensures the communication is effective and efficient and provides actionable suggestions.
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Information Architecture analysis on the Santander official website
Identifying and resolving the UX issues of the Information Architecture on the Santander public site by conducting user testing with 30+ users.
Highlighted project
Improving the user experience of the Paperless Statement feature in the Mobile Banking App
Tools I used
UabilityHub, Medallia, Javelin, Figma
Overall satisfaction with paperless mobile banking app is only 6.8 out of 10
Certain customers are encountering uncertainty regarding the paper fees. It causes negative feelings because they are charged without noticed.
Enhance user-friendliness of the alert reminding users about potential paper fees to make sure it is easily aware of
Overall satisfaction with paperless mobile banking app is only 6.8 out of 10
Process
From collaborating with a UX researcher on 4 UX research and 2 user tests with 120+ users involved, I was able to synthesize 30+ UX insights and provide 30+ actionable suggestions in my 10-week internship program.
By presenting the research findings, I then prioritized 6 of my UX design improvements and designed solutions with the stakeholders and the UX team.
Results
From collaborating with senior designers and UX writers, I was able to iteratively design 6 improvements to the existing digital product based on the feedback I gained from the internal reviews.
6 of my UX redesigns were delivered to the development team for implementation.
Please refer to the password provided on my resume or reach out to me for the access :)