Project

KYC / KYB

Admin Tools

[UX] User Experience
Take a journey with me
Project

KYC / KYB

Admin Tools

[UX] User Experience
Take a journey with me
Client
BBVA
Project

Admin Tools
KYC / KYB

Year

18-2020

Role
Lead UI / Visual Designer
Supported
  • Product Owners
  • Business & Admin Teams
  • Customer Service
  • Engineers & API Development
  • Front / Back-End Development

CREATING A VERIFICATION PLATFORM

FROM START TO FINISH

OVERVIEW

BBVA Open Platform, banking as a service by providing banking APIs/products & services so that non-bank businesses can provide banking and payment services to their own customers. Those businesses must use Open Platform’s identity verification service to properly identify their own individual and business customers before they can use Open Platform’s other APIs.

We built and integrated a white-label identity verification platform from the ground up in order for this to happen.

Client
BBVA
Project

Admin Tools
KYC / KYB

Year

18-2020

Role
Lead UI / Visual Designer
Supported
  • Product Owners
  • Business & Admin Teams
  • Customer Service
  • Engineers & API Development
  • Front / Back-End Development

CREATING A VERIFICATION PLATFORM

FROM START TO FINISH

OVERVIEW

BBVA Open Platform, banking as a service by providing banking APIs/products & services so that non-bank businesses can provide banking and payment services to their own customers. Those businesses must use Open Platform’s identity verification service to properly identify their own individual and business customers before they can use Open Platform’s other APIs.

We built and integrated a white-label identity verification platform from the ground up in order for this to happen.

RESEARCHING, CREATING, & DELIVERING A

STRONG UX

BUILDING FROM THE GROUND UP

Kyle took the user experience of this new identity verification platform from the preliminary research stages through the visual design process to delivery. Kale was an advocate on centering the admins throughout the stage in the creation of this new platform, rather than an afterthought, which meant that successive improvements and additions that all enhanced the human experience for how the admins used these tools.

User Experience Delivery
  • Storyboarding & Studies
  • Presentations Stakeholders
  • Research & Discovery – Design/Platforms
  • Consistent Design Across Platforms
  • Experimental & Testing designs
  • Design Strategy
  • Lo-Fidelity Mocks and Flows
  • Improved & Evolved Features
RESEARCHING, CREATING, & DELIVERING A

STRONG UX

BUILDING FROM THE GROUND UP

Kyle took the user experience of this new identity verification platform from the preliminary research stages through the visual design process to delivery. Kale was an advocate on centering the admins throughout the stage in the creation of this new platform, rather than an afterthought, which meant that successive improvements and additions that all enhanced the human experience for how the admins used these tools.

User Experience Delivery
  • Storyboarding & Studies
  • Presentations Stakeholders
  • Research & Discovery – Design/Platforms
  • Consistent Design Across Platforms
  • Experimental & Testing designs
  • Design Strategy
  • Lo-Fidelity Mocks and Flows
  • Improved & Evolved Features

IMMERSION
OF DATA

& COLLABORATIVE OUTCOMES

The project began with each team member leveraging their specific skill sets, knowledge, and capabilities to conduct research and gather information about the project in order to share with the group. Kyle participated in workshops, studies, with the whole team to align on business objectives, architecture, technologies used, proposed agenda, time frame, and phases in order to meet our beta launch deadlines.

Consumption of data & information
  • Working with information architects – mapping, planning & dissecting
  • Working with the Product Owner in timelines, planning, and processes breaking down the project.
  • Gaining understanding from engineers & development, individually and together in collaboration
  • Added to research in development, design
  • Learning further how our APIs work, and integration, along with limitations and feedback
  • Gaining an understanding of our admins, how they do their job, timesavers, training, and processes.
  • Walkthroughs of Green, Yellow, & Red Paths for admins.
  • Automation vs Manual activities

IMMERSION
OF DATA

& COLLABORATIVE OUTCOMES

The project began with each team member leveraging their specific skill sets, knowledge, and capabilities to conduct research and gather information about the project in order to share with the group. Kyle participated in workshops, studies, with the whole team to align on business objectives, architecture, technologies used, proposed agenda, time frame, and phases in order to meet our beta launch deadlines.

Advocating for UX

TAKING A STEP BACK

Kyle advocated for creating user experiences as the foundation of this platform, focusing on how it works, how admins use it, the pain points, time savers, security, and offset risks.

Kyle worked with the business, engineering and development, and product owners while the platform’s foundations and architecture were under development so that the project had both a superior UX and launched on time. Kyle collaborated with engineering and development to ensure that the final UX plans did not have to change much in frontend development by taking this approach.

Below are some examples of working through some of UX flows.

Advocating for UX

TAKING A STEP BACK

Kyle advocated for creating user experiences as the foundation of this platform, focusing on how it works, how admins use it, the pain points, time savers, security, and offset risks.

Kyle worked with the business, engineering and development, and product owners while the platform’s foundations and architecture were under development so that the project had both a superior UX and launched on time. Kyle collaborated with engineering and development to ensure that the final UX plans did not have to change much in frontend development by taking this approach.

Below are some examples of working through some of UX flows.

EVOLVING WIRES

BETA VERSIONS TO DEMOS

A & B
Testing Results

& Implementation of features

The product owner and Kyle conducted training sessions with admins using the platform and collected feedback on how they used the platform and their suggestions for improvements. 

Using this feedback, Kyle created a strong UX foundation and flows, in collaboration with the product owner, during weekly design sessions. He aligned with the product owner on new features, fixes, and priorities while gathering feedback from the last design cycle.

Delivery / Solutions
  • Hi-fidelity UX Design walkthroughs/demos and flows
  • Reordered and simplified structure while implementing feedback
  • Suggested, annotated, and demo design solutions
  • Through the example of proper process, future designs followed suit
  • Brought features one month ahead of development

A & B
Testing
Results

& Implementation of features

The product owner and Kyle conducted training sessions with admins using the platform and collected feedback on how they used the platform and their suggestions for improvements. 

Using this feedback, Kyle created a strong UX foundation and flows, in collaboration with the product owner, during weekly design sessions. He aligned with the product owner on new features, fixes, and priorities while gathering feedback from the last design cycle.

DIGITAL EVOLUTIONS

& DEVELOPMENT STAGES

DIGITAL EVOLUTIONS

& DEVELOPMENT STAGES

UX / UI
Design Stages

ACTIVITY HISTORY

Kyle used the activity history of admins to iterate a series of improvements in the UX/UI design.

This is a brief example showing the admins interactions and activity during the verification of an individual user and how the design evolved to accommodate that.

Weekly
  • Whiteboarding / Pitching Ideas for Development
  • Organization & Consolidation of Information & Functionality
  • Grouped & Ungrouped functionality
  • Readability was Refined
  • Created Demos / Lo-Fidelity & Hi-Fidelity Mockups
  • Versioning, Betas, Rebranding, & Refining to Final UX/UI

UX / UI
Design Stages

ACTIVITY HISTORY

Kyle used the activity history of admins to iterate a series of improvements in the UX/UI design.

This is a brief example showing the admins interactions and activity during the verification of an individual user and how the design evolved to accommodate that.

Timeline
2018
Admin Tool KYC
2018
(Beta Launch) Admin Tool KYC
2019
(x3) Rebranded + Improvements & New Features
2020
Added features & UI Improvements for admins + Decoupling/Integrations
Timeline
2018
Admin Tool KYC
2018
(Beta Launch) Admin Tool KYC
2019
(x3) Rebranded + Improvements & New Features
2020
Added features & UI Improvements for admins + Decoupling/Integrations
Project Outcome

ATTENTION TO DETAILS

With an unrelenting focus on human activities & usage, Kyle steered the platform through its successful launch and several rounds of improvements despite all the challenges and warnings he mentioned along the stages such as; GRAPI Team leadership never did proper information architecture, leaders rushed development & processes, engineers hadn’t coded the API gateways and calls that were needed most due to rushed IA. This had caused huge set backs in time and numerous band-aids to get by for these areas to be redeveloped.

Recognition

2019 Excellence Award – BBVA Open Platform & KYC/KYB Admin Tools – “UX/UI Design”

Project Outcome

ATTENTION TO DETAILS

With an unrelenting focus on human activities & usage, Kyle steered the platform through its successful launch and several rounds of improvements despite all the challenges and warnings he mentioned along the stages such as; GRAPI Team leadership never did proper information architecture, leaders rushed development & processes, engineers hadn’t coded the API gateways and calls that were needed most due to rushed IA. This had caused huge set backs in time and numerous band-aids to get by for these areas to be redeveloped.

Recognition

2019 Excellence Award – BBVA Open Platform & KYC/KYB Admin Tools – “UX/UI Design”

Project Challenges

65

Silo Mentality in Dev Teams

85

Leaders dropped the ball in Leadership

5

Different Product Owners Left or Fired

2

Product Owners were just Managers