Two engagements at a national financial services provider. Method and rigor, no proprietary screens. Finance is the proof environment — the skill transfers. Fuller detail under NDA.
A widely used P2P payments product needed a clearer, safer enrollment journey. Network requirements had tightened. Satisfaction was slipping — especially for overseas military members who needed enrollment to work the first time.
Led product design across a multi-year effort. Facilitated workshops across Product, Risk, Ops, Engineering, and Legal. Ran paired concepts through usability testing. Built the rationale that helped Risk and Legal say yes faster.
Enrollment completion up about 20%. Member satisfaction up about 20%. Sharp drop in “I thought I was already enrolled” complaints. Network requirements met.
Declines were the top NPS detractor across tens of millions of monthly transactions. No single team owned the full picture. Members felt confused and unsupported at checkout.
Led service design across fraud, credit risk, cards, digital, and the contact center. Combined quant (NPS, decline codes) with Voice of Member and a competitive scan. Produced a journey and service blueprint.
Reframed declines as a member trust problem, not only a risk problem. Executive journey and opportunity map shaped the backlog.
Happy to go deeper under NDA. Or bring the problem you are stuck on.