BDO Online Banking

Optimising business design refinement sprints

BDO, the Philippines' leading bank, is expanding its digital capabilities by developing a new application to enhance its online services. The team faces the challenge of ensuring consistency and pursuing good user experience throughout the development process for BDO Online.

Client

BDO Unibank Inc. (BDO)

Industries

Financial Services, Banking

Date

2023

Recognition

Awarded Best Bank in the Philippines, 2023 Best Financial Institution Awards.

Challenges

Limited client feedback made it difficult to prioritise design revisions, causing delays in the development sprint cycle.

Objectives

Body 2

Impact

Optimised refinement sprints and improved efficiency by reducing cycle time by 43% to 50%.

Challenges

Limited client feedback made it difficult to prioritise design revisions, causing delays in the development sprint cycle.

Objectives

Body 2

Impact

Optimised refinement sprints and improved efficiency by reducing cycle time by 43% to 50%.

The problem

testing

The problem

testing

Challenges

With the user journey mostly determined at early stages, with the business analyst finalising the user flow after receiving the client's requirements.

It became evident that there was insufficient early involvement from designers. This led to missed chances for the UX team to address user needs, resulting in overlooked design opportunities that could have simplified tasks.

Challenges

With the user journey mostly determined at early stages, with the business analyst finalising the user flow after receiving the client's requirements.

Challenges

Inefficient Design Revisions

The lack of a structured feedback loop made it difficult to align the design iterations with the client's needs and preferences. Designs had to be approved by the client within a short pre-sprint period. Additionally, changes were influenced by a larger team’s feedback, legal and compliance requirements, and the need to incorporate existing design interactions. This resulted in delays and inefficiencies in refining the design, affecting the overall quality design decisions.

Challenges

Inefficient Design Revisions

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→ → Impacting

Approaches

Achieving design consistency and effective communication within the team.

Clear guidelines, regular feedback loops, and involvement of UX designers in all stages of product development can help ensure a smoother workflow.

Involvement of UX designers in early stages

Adopt an approach where designers participate in gathering requirements and making decisions early on, we ensured that user experience is prioritised throughout the design process. Additionally, it fosters better communication and collaboration between designers and other stakeholders, leading to more cohesive and well-informed project outcomes.

Involvement of UX designers in early stages

Active feedback engagement with key stakeholders

Using feedback channels with clients, particularly by tagging relevant stakeholders (UX, CX teams, Business team) on Figma, built trust and get stakeholders to be part of the the design process. Involving key decision-makers early and securing their agreement before bringing the discussion to a larger group made the decision-making process smoother.

Active feedback engagement with key stakeholders

Learnings

Optimized refinement sprints and improved efficiency by reducing cycle time by 43% to 50%

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