Accelerating banking services: From days to minutes
This project was a UX-driven Salesforce transformation for a mid-sized banking client with over $500M in assets. The engagement focused on implementing Salesforce Financial Services Cloud, Experience Cloud, and Mulesoft integrations to modernise account opening, loan and credit card processing, and enhance customer online portals. The goal was to deliver a seamless digital experience for both customers and employees.
Implementation resulted in 90% faster loan processing, 80% faster credit card approvals and 15% increase in new credit card applications within one month of launch.
Agile Project Manager & UX Researcher
May – December 2024
With over $500M in assets, this mid-sized bank sought to reimagine how it delivered banking services in a digital-first world amid a rapidly growing economy. At the time, it faced mounting challenges from legacy processes, inefficient in-branch and digital experiences, and siloed operations and systems. The bank particularly wanted to address the following challenges for both customers and employees:
Customer Experience Challenges
- Core services such as account opening, loan approvals, and credit card processing that relied on manual workflows, creating delays, errors, and operational inefficiencies.
- Existing customer portals for retail and corporate clients that were limited in functionality, resulting in higher in-branch traffic and lower adoption of digital channels.
Employee Experience Challenges
- Siloed and outdated systems that required redundant data entry and manual handoffs.
- Inefficient workflows, increased errors and reduced productivity causing frustration across teams.
For customers, these inefficiencies translated into slow, disjointed interactions that undermined trust. Retail and corporate clients expected seamless, real-time experiences but instead encountered friction at nearly every touchpoint.
The bank recognised the urgency to transform: modernising operations, unifying digital platforms, and delivering customer experiences that could compete in a digital-first marketplace.
Based on the challenges, the bank focused on implementing:
- Salesforce Financial Services Cloud to modernise account opening, and loan and credit card processing
- Experience Cloud to redesign the retail and corporate e-banking portals, and
- Mulesoft integrations to connect to core and other relevant systems and data sources
Tools & Methods Used:
Azure DevOps, Figma, Agile Scrum, Sprint Planning,
Daily Standups, Sprint Reviews, User Demos
The approach taken combined agile delivery with user-centred design, ensuring that both employees and customers experience smoother workflows and a seamless digital interface. Grounded in five key areas, this approach was developed and executed through close collaboration with stakeholders, with my role spanning a hybrid role of project manager, scrum master, and researcher:
Stakeholder Alignment & Transparency
- Maintaining executive visibility through weekly updates and progress reports
- Aligning priorities and expectations for smoother decision-making and project buy-in
- Creating shared understanding of project goals, timelines, and dependencies
Risk & Issue Management
- Anticipating integration and workflow redesign risks early in the project
- Developing mitigation strategies to keep the project on track
- Proactively tracking issues to minimize implementation disruptions
Agile Delivery & Team Facilitation
- Facilitating sprint planning, daily stand-ups, backlog refinement, and sprint reviews
- Prioritising high impact features for iterative delivery
- Enabling the team to maintain alignment with project objectives while iterating quickly
Requirements Gathering & UX Collaboration
- Partnering with banking leaders and SMEs to capture detailed requirements
- Translating requirements into user stories and Figma wireframes in collaboration with the UX designer
- Aligning system functionality with user needs and operational efficiency
Feedback Loops & Continuous Validation
- Holding user demos and sprint reviews to gather employees and stakeholders feedback
- Iteratively refining workflows and portal design
- Ensuring platform met user expectations and productivity needs
The implementation so far has fundamentally transformed both customer and employee experiences:
Customer Impact
Loan processing became 90% faster and credit card approvals 80% quicker, reducing friction in critical financial services.
The improved processes delivered a more seamless user journey, leading to a 15% surge in credit card applications within one month of launch.
Employee Impact
Streamlined workflows and integrated systems eliminated redundancies, improved productivity, and reduced error rates. Employees could now focus on value-adding customer interactions rather than manual processing.
Organisational Value
The project positioned the bank as more competitive in the digital banking space, aligning operations with evolving customer expectations while strengthening internal efficiency.