IBM iX
2016
Streamlining Financial Services: The BMO Trident Product Bundle
UX Research Usability Testing Banking Innovation FinTech UX User Flow Optimization
My Contributions
Led user research and usability testing
Conducted iterative prototype development
Optimized user flows for efficiency
Defined customer journey pain points and solutions
Sponsor Users
90+ customers involved in research and testing
Product Design Team
UX Designers, User Researchers, Product Managers, Developers
About the Project
In 2016, BMO launched Trident – an innovative platform that redefined financial product bundling. I spearheaded an agile design process incorporating iterative prototyping and data-driven insights.
Challenge
Traditional banking processes often require customers to go through multiple, repetitive application procedures when selecting financial products, leading to a cumbersome experience, higher error rates, and customer drop-offs. BMO needed a unified platform that would simplify the process, allowing customers to bundle multiple financial products seamlessly within a single checkout experience.
Solution
Through extensive user research—including interviews, surveys, and prototype testing—we identified critical pain points and refined the user experience through 26 iterative prototype versions. Our goal was to create a seamless and intuitive product-bundling platform with clear navigation, reducing redundancies and improving efficiency. Multiple rounds of usability testing ensured that the platform met customer needs and expectations.
Impact
Enhanced User Satisfaction: Customers found the platform intuitive and efficient, resulting in positive feedback.
Improved Usability: The average task completion time was reduced to 7-8 minutes, streamlining the bundling process.
Higher Engagement: Clear instructions and a frictionless interface increased user confidence and engagement.
