Overview
Client Relationship Browser is one of the top-used products at First Republic Bank. The product provides household, client, and account information to help users to provide the best service to the clients of the bank.
Project Info
I led the project for data accuracy and real-time data updates.
■ Date: October 2022 - February 2023 (5 months)
■ Users: Relationship Managers, Preferred Banking Officers, Loan Officers, Wealth Managers, Client Service Associates
■ Tools: Jira, Confluence, Figma, Figjam, Adobe Analytics
■ Technologies: Javascript (React), HTML, CSS, SQL (Snowflake)
Achievements
▌8 attributes: 8 attributes were enabled for real-time updates for users.
▌30+ demos & workshops: The workshops are tailored for different user personas to best help their day-to-day work.
▌4500 users: The product directly benefits 4.5K users by expediting work processes and reducing communication costs.
▌30+ demos & workshops: The workshops are tailored for different user personas to best help their day-to-day work.
▌4500 users: The product directly benefits 4.5K users by expediting work processes and reducing communication costs.
Problem
Though Client Relationship Browser is the main application at First Republic Bank, the data is read-only and sourced from all kinds of upper systems. Hence, users were not able to modify the data on the platform and must do it from multiple sources directly. It caused a lot of confusion, inefficiency, and cost of communication.
Value Proposition
The LiveWire (real-time data update) feature connects a new data API and a new navigation UI to guide users to add/update/delete data.
▌Streamlined UX: The business process of updating data is optimized in a workflow that is guided by stepper navigation.
▌Accuracy: The overall data quality is crucial for businesses to make smart decisions.
▌Auditable: Procedures are in place, and actions/action takers are logged for audit purposes.
Product Planning
▌Understand user pain points: Understand the volume of change requests by user interviews and change request history.
▌Prioritize and road mapping: Prioritize attributes and collaborate with the data API team to map out the roadmap
Solutions
After revamping the interface, client information is grouped in cards by "demographics", "contacts", "client engagement", "officers, and etc. With this approach, users can find the information more easily, and the product is more scalable. All the CRUD actions can be done by clicking the "pencil" icon on the top right.
▌Stepper approach to guide business processes: The business procedure and audit process are clearly laid out to guide the users through the journey. Users can easily understand what the steps are to have a piece of information updated and what to expect after their actions.
