Overview
I partnered with business and engineering to shape a reusable banking product that consolidates customer information, tasks, and follow‑ups into a single view.
My contribution was defining key flows, the initial information architecture, product guidelines, and a component library adaptable across banks.
The challenge
To understand a single customer, the bank had to check up to 10 systems. This slowed servicing, increased friction, and complicated daily operations.
Key issues identified
- 30 min average servicing time before the product.
- 10 systems were consulted to consolidate information.
- Alta dependency on manual rules and approvals.
- Baja clarity of the initial product flows and structure.
Key users
The system was designed for multiple banking roles, prioritizing operations, servicing, and commercial follow‑up.
Account Executive
Accesses the 360° customer view and resolves requests with full context.
Sales Rep
Identifies sales opportunities without leaving the servicing flow.
Administrator
Manages tasks, rules, and operational follow‑up for the team.
Manager
Reviews overall status, performance, and service traceability.
How I approached it
I ran the project in short sprints, with workshops and frequent validations to align product, design, and technical feasibility.
Discovery
I reviewed the mapped needs, interviewed business and legal, and identified gaps in users, flows, and product structure.
- Internal interviews
- Pain points & needs
- Baseline hypotheses
Definition
I aligned the initial information architecture and prioritized the MVP with the PO and the technical lead.
- MVP v1
- Critical flows
- Feasible scope
Design
I produced mockups and proposals to validate with the client and turn decisions into tangible screens.
- Mockups
- Client validation
- Short iterations
Delivery
I documented components, guidelines, and deliverables to enable development kickoff.
- UI-Kit
- Handoff
- Reusable baseline
The solution
A 360° customer view that brings information, tasks, and sales opportunities into one product.
Architecture built for operations and sales
I defined a baseline architecture where customer information and the commercial module coexist in the same flow—without losing operational context.
- MVP defined to validate quickly with the client.
- Architecture aligned with engineering from day one.
- Reusable baseline para personalizar por banco.
Single customer view
The concept consolidated products, key data, follow‑ups, and commercial context into a clear dashboard to reduce context switching.
Before the final UI, I worked through flows, information architecture, and mockups to ensure the solution was clear and technically feasible.
Impact
Estimated results from the first bank implementation.
Reduction in servicing time, from ~30 min to ~10 min.
Consolidation of consulted systems into a single environment.
Reusable baseline para adaptar marca y estructura a nuevos bancos.
Client
Unified scattered information and accelerated critical queries.
User
Reduced time and effort by avoiding hopping between systems.
Team
Left a clear baseline for design and development in v1.
Scale
The solution was ready for simple per‑bank customizations.
Reusable system
I designed an organized UI kit to adapt the product to different brands without rebuilding the system foundation.
The library helped align components with engineering and speed up future implementations.
Learnings
“Today, I’d complement this work with a measurement plan from the first version to keep iterating with stronger evidence.”
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Alignment
Defining the MVP, architecture, and working cadence early unblocked decisions between business and engineering.
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Banking domain
Understanding rules, approvals, and business language was key to designing better solutions.
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Scalability
Designing for components and customization from the start made the product more scalable—and more sellable.