challenge / opportunity
The bank needed to become more client-focused, data-driven, and digitally enabled. There was a lack of standardized design practices and methodologies across teams. Legacy systems posed challenges to the integration of new technologies in financial services. Employee and customer engagement required improvements to meet evolving expectations.
Client
Standard Chartered
Format
Platform
Solution
Developed and implemented bank-wide design standards and methodologies to align teams and promote a robust design thinking culture. Formulated the roadmap and approach to consolidate the multiple design systems into one bank-wide, design-to-code, compliant and measurable system. Established the "Listen, Measure, Act" feedback loops to optimize strategy and enhance platform performance. Designed compliant digital approaches for smoother journey-level measurement to inform better customer and employee engagement. Built strong cross-functional partnerships to support the adoption of design standards and secure necessary resources.
Outcomes
Successfully defined and integrated end-to-end workflows, establishing a holistic design system from insights to design to code. Equipped internal teams with best practices and tools, fostering a deeper understanding of customer and employee experience. Enhanced product and service visions aligned with user needs, while balancing technological feasibility, resulting in improved digital transformation outcomes. Innovated in strategic financial programs, advancing the customer perspective and adopting emerging technologies.
Overview
As a leader in the UX/CX discipline within the Group Transformation Office at Standard Chartered, I drove the bank's shift towards becoming more client-focused, data-driven and digitally enabled. By establishing bank-wide design principles and standards, integrating a holistic design system, and championing the "Listen, Measure, Act" framework, I ensured the continuous optimization of customer and employee experiences. Despite challenges posed by legacy systems, my cross-functional collaboration and focus on emerging technologies helped define new product and service visions that balanced user needs and business goals. Ultimately, these efforts fostered a stronger, more consistent approach to digital transformation across the organization.
