Digital banking
& migration support
At Nanyang Commercial Bank, I led usability testing, redesigned mobile and online banking journeys, and designed support conversations and a callback workflow for a major system migration.
The transition was technical.
The experience was personal.
Within the internet banking team, I worked on mobile and online banking journeys during a major system replacement. My focus was how customers and employee users understood the new experience—and how the surrounding service could help them through it.
The work connected interface improvements with usability research and migration-support design. It also included branch visits and interviews to understand the physical service experience.
See the journey from
both sides of the service.
Customers & employee users
I led online and in-person usability testing and translated findings into mobile and online journey improvements. Testing with both groups helped bring customer experience and operational use into the same conversation.
The branch environment
Branch visits and interviews added another view of the service: the questions people brought with them, how help was delivered and where the physical experience could be improved.
Support is part of the journey,
not an afterthought.
I designed migration-support conversations and a callback workflow to connect issue logging, specialist resolution and follow-up. The aim was to make responsibilities clearer for newly recruited agents within limited staffing capacity.
The illustration below explains the general principle behind connected support. It is a new conceptual example, not a reconstruction of the bank’s internal process.
and where do I begin?”
A clear entry point helps a person orient themselves before they take action. This is an illustrative customer question, not a research quotation.
and what do I do next?”
Useful feedback makes the next step understandable. When a person needs help, the digital journey and the support conversation should tell a coherent story.
follow this through?”
Clear ownership and a visible next step help a support interaction continue beyond the first contact. This principle is shown without internal routing or service thresholds.
ILLUSTRATIVE RECONSTRUCTION · NOT AN ORIGINAL BANK DELIVERABLE
GENERIC QUESTIONS & PRINCIPLES, CREATED FOR THIS PORTFOLIO
Connecting insight
with practical support.
Research that informed design
Planned and facilitated usability work with customers and employee users, translating findings into interface and journey improvements.
Digital and human touchpoints
Worked across mobile and online banking journeys, support conversations and callback design rather than treating each as an isolated interaction.
A wider view of the service
Used branch visits and interviews to bring physical service considerations into the customer experience work.