Experience pillars
A shared language for designing a bank's digital experience
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In 30 seconds
Every team at the bank designed its part of the app and the website on its own, and the experience didn't feel like a single product. I designed and led the creation of 9 experience pillars, a set of in-house heuristics, together with the tools to apply them: cards, self-run workshops and audits. I created and delivered the training and designed the pillars' documentation in Zeroheight, with a course on how to use it. As a result, more than 70 people evaluated and redesigned their flows with the same criteria.
- 9
- pillars defined and taught to the teams
- 6 of 9
- pillars already required in flow audits
- +70
- people trained
- ≈ 50
- flows audited
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