Santander Bank

Currently, I’m a (Contract) Senior User Experience Designer at Santander Bank, leading conversation design of our virtual assistant “Sandi” for the US team and UX design for the self-help value stream on web and mobile.

Currently, I’m a (Contract) Senior User Experience Designer at Santander Bank, leading conversation design of our virtual assistant “Sandi” for the US team and UX design for the self-service value stream on web and mobile.

Day to day, this looks like solely supporting three development teams with UX research, UX/UI design, and conversation design for web, iOS and Android.

I’m part of a small, but growing design team supporting the larger digital transformation effort for the bank’s 2 million + customers in the US. We collaborate and support each other on a weekly basis and are part of a larger global design consortium for the global bank.

Projects

  • Sandi, the Virtual Assistant: research, conversation design maintenance, improvements and additions
  • Sandi, the Virtual Assistant: Entry point UI design for mobile
  • Report Your Card Lost or Stolen: UX/UI design for web
  • Dispute Tracking: research and UX/UI design for web and mobile

I’ll provide more details as each project is released to production.

Dispute Tracking: Research and UX/UI Design for Web and Mobile

Feature not yet deployed to production.

I’m particularly excited to show you how I adapted components in the existing global design system for the US design context and specific project needs.

Stay tuned!

Report Your Card Lost or Stolen: UX/UI Design for Web

Feature not yet deployed to production.

Coming soon!

Virtual Assistant Entry Point UI Design for Mobile

The screenshots below are taken from the production iOS application.

A key win for the user experience in this project was not placing an entry point for Sandi, our Virtual Assistant, on the login screen, which was already filled with a call-to-action and several secondary buttons.

With the support of the Head of UX and using supporting secondary market research and my analysis of user utterances in Sandi (inputted user text), I worked with developers, the product owner, and the product manager, to not add an unneeded entry point.

Sometimes the biggest UX outcomes are about what doesn’t show up in the UI.

  • Screenshots of Sandi as deployed in production.

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.

By Jason James

Design, systems thinking and business for the common good. http://jasonmjam.es Twitter: @jas0nmjames

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