Fortune 50 Bank
Replacing emailed spreadsheets with a shared analytics dashboard for a Fortune 50 bank.
- Duration
- 8 months
- Role
- Lead UX Designer, Research, Business Analysis
- Context
- Confidential engagement · team of 12
Put the data to work
A Fortune 50 bank was collecting data its teams couldn’t use. Over eight months, I led UX on a team of 12 to turn that data into a shared dashboard. I mapped workflows, interviewed stakeholders, and designed and tested the interface while engineers consolidated the underlying systems.
Decisions waited on a spreadsheet
Marketing and Operations worked in disconnected applications, with IT maintaining the gaps between them. Executives planned campaigns, staffing, and materials from a master spreadsheet emailed between several maintainers. Nobody had a reliable current version; getting an answer meant chasing another team.
Each team needed a different answer
I mapped the working relationships and interviewed users, executives, and technical specialists. Operations needed volume forecasts; Marketing needed campaign feedback and compliance visibility; IT needed to find failures. Repeated testing confirmed the shared spreadsheet was the problem to solve. The dashboard needed one data source, with different ways into it for each team.
“Right now I have no idea where things are at in a campaign without talking to somebody else and waiting for them to get back to me. Operations makes me jump through so many hoops to get anything done... I avoid it.“
I live in my email. I live in Outlook. I would miss one of the... thousands... literally... of emails I get on a day to day basis. Operations doesn't exactly make it easy for us to do our job.
Let me find you an example spreadsheet, okay, oh okay this is perfect...pauses .....hmm... *sighs* out of date... let me email Paula to get the updated one. I must have missed a meeting.
Honestly...we need help; right now we are overstaffing or understaffing because we, I, don't know...the volume... the call volume. I don't know what to expect
I don't even know why you're here. What we're doing now doesn't need to change.
Build me something that shows me when things break and where things break. I don't need fancy shit, I don't want a UI, just give me a window into this system that I don't already have.
Compare the forecast with reality
I organized the overview around projected versus actual volume and campaign progress. Operations could compare incoming work with forecasts before making staffing and materials decisions. Marketing could follow active campaigns in the same interface rather than asking for another update.
Find where a transfer failed
For IT, an overall status wasn’t enough. I designed campaign detail to break a migration into stages, distinguish technical errors from other outcomes, and expose the affected accounts. The path from campaign to transfer stage to account made the problem easier to locate.
Answers without the email chain
The dashboard replaced the master spreadsheet with live information on staffing, materials, and campaign progress. Teams needed fewer status-update meetings. IT could identify technical errors more easily, improving application uptime. Executives could use the data directly instead of waiting for someone to send it.