Senior Product Designer
â
Responsibilties:
Product experience strategy
Omni-channel design system
Competitorâs research
Drive digital transformation for growth
Best customer experience team - Gold CX Asia Nov 2024
Digital Bank of the Year â The Asset Triple A Digital Awards 2024
Best Use of Technology for Customer Experience â Overall
The Digital Banker Digital CX Awards 2024
Best Digital Bank for CX in Singapore Digital CX Awards 2023
7 Redesigned Crucial User Journeys
User-System flow diagrams
Sitemap
Figma interactive prototypes
Customer journey blueprint
Contribute to Bank's Unified Design System
I redesigned Standard Charteredâs corporate access control experience to enable self-administration at scaleâturning a fragmented, backend-heavy entitlement system into a seamless, secure journey for enterprise clients. By aligning intricate backend logic and translating complex access logic into clear, intuitive end-to-end UX, the solution was launched globally across Asia, Greater China and North Asia, EMEA, and the Americas, driving a 33% increase in self-service adoption and significantly reducing manual support dependencies.
Open live website
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.
Standard Charteredâs corporate clients needed a way to manage platform access independentlyânominating administrators, setting up operators, and managing authorisersâall without manual intervention. However, the existing system was backend-heavy, entitlements were complex, and support teams were constantly involved in what should have been client-driven tasks. At the same time, the bankâs backend infrastructureâparticularly the functional and data access matrixâwas highly fragmented and difficult to scale across markets.
How might we turn a convoluted, support-reliant access system into a scalable self-service journey that empowers enterprise clientsâwithout exposing backend complexity? The core challenge was balancing two competing forces: Internal system constraints driven by outdated entitlements logic. External expectations for a simple, intuitive experience for C-level administrators managing global teams
Together with Product Owners, Business Analysts, and my design team, I mapped and uplifted 7 core user journeys around self-administration. These included user creation flows, role delegation, operator controls, and approval matrix configuration.
While shaping the front-end experience, we realized we couldn't design in isolation. The underlying access architecture was so intricate, we had to deep dive into the backend matrix just to understand what was technically feasible. This informed a modular UX systemâallowing both near-term delivery and long-term scalability once backend systems are revamped.
We validated the design directly with our most complex usersâplatinum and goldâtier clients who require hypercare supportâensuring the interface remained elegant and straightforward for everyday business users while fully satisfying the stringent needs of advanced administrators. Continuous feedback loops with these groups paved the way for a smooth, globally-coordinated rollou
