For my most recent work, see my password protected area.
About My Work
2023
Activities
- Presented talk on Conversation Design & LLMs to
- The SBNA Marketing Organization
- The Santander Global Design Community
- Continued creation of Conversation Design Guide
- ‘Project Horizon’ Public Site UX Leadership
- Phantom Project (in progress) (LLMs)
- Managed Summer UX Intern
- UX Team Operations: Vendor Onboarding
- PDF & Email Design for Legal, Operational & /Marketing Communications
- Future state Live Chat & Chatbot Vendor Selection Guidance
Intangibles
- Connecting stakeholders at the bank with user and market research.
2022
Accomplishments
- Partnered with stakeholders, the product team and Santader’s Global Virtual Assistant Lab to implement new conversation flows for new products and features
- Designed a new bottom sheet component for the SBNA instance of the Flame Global Design System
- Improved UI of Virtual Assistant through a UX Debt process
- UX & UI Design: Transaction Enrichment (unreleased)
- Desktop & Mobile
- [password] to access these designs
- UX & UI Design: Disputes Tracking
- Desktop & Mobile
- Call listening: uncovered key insight (number reported as SPAM)
- Virtual Assistant Internal Accessibility Audit
- Pa11y dashboard proof of concept
- educated QA on manual accessibility testing
- Personetics Project (unpublished)
- Began Creation of Conversation Design Guide
- Leveraged confluence to organize the UX team’s copy writing tasks. Created an index organized by channel, feature, and topic to enable consistency and prevent duplication of effort.
Activities
- Call Listening
- UX Debt Creation
- Low Tech / High Value Digital Opportunity Creation
Intangibles
- Rekindled SBNA team (Boston, Miami & Remote) connection with our sister company Santander Consumer in Dallas, TX
2021
Accomplishments
- Discovered a fake Santander website that was likely used for phishing attacks on customers. Worked with the banks security team to get it taken down. (SanBnks)
- Secondary market research, competitive analysis for the self-help value stream
- Card Blocking
- Request a new Debit Card
- Disputes Tracking
- Created UI components in Figma for the US instance of the Santander Flame Global Design System
- Card Blocking (released to production)
- User flows
- High fidelity design
- Error States
- Disputes Tracking (mobile and desktop)
- Created new components with an updated look and feel for the SBNA UX team by leveraging our Flame global design system.
- Collaborated with front-end and API developers to consider what data could and should be available in the design
- Virtual Assistant Entry Point, Mobile
- Not on login
- Account Overview & Contact Screens
- VA Lab Collaboration
- CxD Expert Reviews & Stakeholder Collaboration
- Virtual Assistant Utterance Analysis
- Analyzed 80,000+ monthly utterances (customer inputs) with Microsoft Excel to identify opportunities and priorities for conversational flows.
Activities
- Secondary Market Research
- User Flow
- High Fidelity Design
- Design System Component Creation
- Conversation Design Expert Review
- Competitive Analysis
- Conversational AI Utterance Analysis
Intangibles
- Built relationships and established a working cadence with Santander Global’s Virtual Assistant Lab in Spain. Improved collaboration with US stakeholders for the VA Lab team.
Tools
- Jira
- Confluence
- Figma
- Miro
Creating Design System UI Components for Sandi
With Figma’s Auto Layout, Components and Variants, I created UI components for our design system that are adaptable for a variety of design needs:
- Components that automatically resize horizontally to accommodate mocked text
- Components that automatically resize vertically to accommodate longer strings of mocked text
- Placing components within variants that have multiple properties to accommodate theming. For example, the same component might be vertically growing and light themed, with a variant that is horizontally growing and dark themed.
Feel free to explore below how these components are put together.
I’m hosting the components below in a personal Figma instance for security:
There should be an embedded Figma file above. If you don’t see one, check out this link.
jasonmjam.es 