BDO Online Banking
Optimising business design refinement sprints
BDO, the Philippines' leading bank, is expanding its digital capabilities by developing a new application to enhance its online services. The team faces the challenge of ensuring consistency and pursuing good user experience throughout the development process for BDO Online.
Client
BDO Unibank Inc. (BDO)
Client
BDO Unibank Inc. (BDO)
Client
BDO Unibank Inc. (BDO)
Industries
Financial Services, Banking
Industries
Financial Services, Banking
Industries
Financial Services, Banking
Date
2023
Date
2023
Date
2023
Recognition
Awarded Best Bank in the Philippines, 2023 Best Financial Institution Awards.
Recognition
Awarded Best Bank in the Philippines, 2023 Best Financial Institution Awards.
Recognition
Awarded Best Bank in the Philippines, 2023 Best Financial Institution Awards.
Challenges
Limited client feedback made it difficult to prioritise design revisions, causing delays in the development sprint cycle.
Process
To maintain continuous alignment on client feedback.
To Involve designers early in requirement-gathering to prioritise user experience
Challenges
Limited client feedback made it difficult to prioritise design revisions, causing delays in the development sprint cycle.
Process
To maintain continuous alignment on client feedback.
To Involve designers early in requirement-gathering to prioritise user experience
Challenges
Limited client feedback made it difficult to prioritise design revisions, causing delays in the development sprint cycle.
Process
To maintain continuous alignment on client feedback.
To Involve designers early in requirement-gathering to prioritise user experience
Problem
Sprint development delays caused rushed decisions, resulting in unclear user story requirements. This confusion and misalignment among team members resulted in frequent scope changes and compromised design consistency.
Problem
Sprint development delays caused rushed decisions, resulting in unclear user story requirements. This confusion and misalignment among team members resulted in frequent scope changes and compromised design consistency.
Problem
Why?
At the beginning, user flows are typically defined in the early stages. The business analyst finalises these flows after gathering the client’s requirements.
It became evident that there was insufficient early involvement from designers. This resulted in missed opportunities for the user experience team to advocate for users. User needs were overlooked, leading to missed potential design solutions that could have simplified user tasks.
Why?
At the beginning, user flows are typically defined in the early stages. The business analyst finalises these flows after gathering the client’s requirements.
It became evident that there was insufficient early involvement from designers. This resulted in missed opportunities for the user experience team to advocate for users. User needs were overlooked, leading to missed potential design solutions that could have simplified user tasks.
Why?
It became evident that there was insufficient early involvement from designers. This resulted in missed opportunities for the user experience team to advocate for users. User needs were overlooked, leading to missed potential design solutions that could have simplified user tasks.
Causing inefficient Design Revisions
The absence of a structured feedback loop made it hard to align design iterations with the client’s needs. Designs had to be approved quickly before each sprint, and changes were influenced by team feedback, legal requirements, and existing design implementation. This caused delays and inefficiencies, impacting the quality of design decisions.
Causing inefficient Design Revisions
The absence of a structured feedback loop made it hard to align design iterations with the client’s needs. Designs had to be approved quickly before each sprint, and changes were influenced by team feedback, legal requirements, and existing design implementation. This caused delays and inefficiencies, impacting the quality of design decisions.
The absence of a structured feedback loop made it hard to align design iterations with the client’s needs. Designs had to be approved quickly before each sprint, and changes were influenced by team feedback, legal requirements, and existing design implementation. This caused delays and inefficiencies, impacting the quality of design decisions.
This misalignment led to repeated revisions, disrupting planned sprint cycles and causing delays. The ongoing back-and-forth communication to address changes frustrates the team, extending the development timeline by weeks.
→ highlighted the importance of a more effective communication among all stakeholders for a more efficient process.
This misalignment led to repeated revisions, disrupting planned sprint cycles and causing delays. The ongoing back-and-forth communication to address changes frustrates the team, extending the development timeline by weeks.
→ highlighted the importance of a more effective communication among all stakeholders for a more efficient process.
This misalignment led to repeated revisions, disrupting planned sprint cycles and causing delays. The ongoing back-and-forth communication to address changes frustrates the team, extending the development timeline by weeks.
→ highlighted the importance of a more effective communication among all stakeholders for a more efficient process.
Gathering insights
Retrospective to optimising workflows
After mapping out the current process, a targeted retrospective session was organised to identify specific areas for improvement. By actively seeking feedback from the team on pain points and inefficiencies, we identified actionable steps to optimise our workflow, reduce bottlenecks across the project.
Gathering insights
Retrospective to optimising workflows
After mapping out the current process, a targeted retrospective session was organised to identify specific areas for improvement. By actively seeking feedback from the team on pain points and inefficiencies, we identified actionable steps to optimise our workflow, reduce bottlenecks across the project.
Gathering insights
After mapping out the current process, a targeted retrospective session was organised to identify specific areas for improvement. By actively seeking feedback from the team on pain points and inefficiencies, we identified actionable steps to optimise our workflow, reduce bottlenecks across the project.
The Approach
Fostering active feedback engagement and effective communication with stakeholders
The Approach
Fostering active feedback engagement and effective communication with stakeholders
The Approach
Fostering active feedback engagement and effective communication with stakeholders
01
Placing user’s perspective and tasks during refinements
We adopted an approach where designers participate in gathering requirements and making decisions early on, we ensured that user experience is prioritised throughout the design process. Additionally, it fosters better communication and collaboration between designers and other stakeholders, leading to more cohesive and well-informed project outcomes.
01
Placing user’s perspective and tasks during refinements
We adopted an approach where designers participate in gathering requirements and making decisions early on, we ensured that user experience is prioritised throughout the design process. Additionally, it fosters better communication and collaboration between designers and other stakeholders, leading to more cohesive and well-informed project outcomes.
01
We adopted an approach where designers participate in gathering requirements and making decisions early on, we ensured that user experience is prioritised throughout the design process. Additionally, it fosters better communication and collaboration between designers and other stakeholders, leading to more cohesive and well-informed project outcomes.
02
Maintaining open communication with engineers
Actively engaging with engineers allows for quick assessments of feasibility and a better understanding of common implementation setups. Collaborating with them early on not only provides valuable insights into technical constraints but also helps set clearer expectations with clients. This close collaboration reduces turnaround times by addressing potential challenges upfront
02
Maintaining open communication with engineers
Actively engaging with engineers allows for quick assessments of feasibility and a better understanding of common implementation setups. Collaborating with them early on not only provides valuable insights into technical constraints but also helps set clearer expectations with clients. This close collaboration reduces turnaround times by addressing potential challenges upfront
02
Actively engaging with engineers allows for quick assessments of feasibility and a better understanding of common implementation setups. Collaborating with them early on not only provides valuable insights into technical constraints but also helps set clearer expectations with clients. This close collaboration reduces turnaround times by addressing potential challenges upfront
03
Create active feedback engagement through Figma
Using feedback channels with clients, particularly by tagging relevant stakeholders (UX, CX teams, Business team) on Figma, built trust and get stakeholders to be part of the the design process. Involving key decision-makers early and securing their agreement before bringing the discussion to a larger group made the decision-making process smoother.
03
Create active feedback engagement through Figma
Using feedback channels with clients, particularly by tagging relevant stakeholders (UX, CX teams, Business team) on Figma, built trust and get stakeholders to be part of the the design process. Involving key decision-makers early and securing their agreement before bringing the discussion to a larger group made the decision-making process smoother.
03
Using feedback channels with clients, particularly by tagging relevant stakeholders (UX, CX teams, Business team) on Figma, built trust and get stakeholders to be part of the the design process. Involving key decision-makers early and securing their agreement before bringing the discussion to a larger group made the decision-making process smoother.
My Learnings
To avoid and prevent premature product decisions and reduce poor team efficiency,
Prioritise involvement of designer early, to advocate for user needs and identify potential design solutions from the start. This will prevents overlooked user requirements.
Establish an active feedback loop, to minimises disruptions and avoids frequent scope changes. Building trust and get aligned with client needs and preferences during design iterations early.
My Learnings
To avoid and prevent premature product decisions and reduce poor team efficiency,
Prioritise involvement of designer early, to advocate for user needs and identify potential design solutions from the start. This will prevents overlooked user requirements.
Establish an active feedback loop, to minimises disruptions and avoids frequent scope changes. Building trust and get aligned with client needs and preferences during design iterations early.
My Learnings
To avoid and prevent premature product decisions and reduce poor team efficiency,
Prioritise involvement of designer early, to advocate for user needs and identify potential design solutions from the start. This will prevents overlooked user requirements.
Establish an active feedback loop, to minimises disruptions and avoids frequent scope changes. Building trust and get aligned with client needs and preferences during design iterations early.