Scalable Platform Redesign: Empowering Digital Banking for BMO's US Customers

My Role: Lead Product Designer Project Duration: July 2024 - March 2025

The Challenge: A Digital Experience Stuck in the Past

Our legacy consumer banking platform was hindering both users and business growth. Users wrestled with an outdated UI, a clunky 50/50 split layout burying crucial information, and confusing navigation that eroded trust. For the business, it meant missed opportunities, specifically the absence of cross-sell capabilities within the logged-in experience, impacting new account openings. We needed a fundamental transformation.

My Approach: Strategic Problem-Solving at Scale

My process was iterative and user-centered, adapting to the complexities of a large enterprise.

1. Deep Dive Discovery:

  • Site & Competitor Audits: Mapped existing pain points, identified 4 core page types for template efficiency, and analyzed industry best practices for layouts and cross-sell.

  • User Research Synthesis: Integrated existing insights on navigation friction and outdated perceptions.

2. Define & Ideate Core Solutions:

  • Information Architecture: Redefined content hierarchy, prioritizing key financial data.

  • Layout Exploration: Explored multiple structures, leading to the 70/30 dynamic layout (wider primary content area, narrower contextual column), validated by user preference for its "familiar" feel.

  • Component Strategy: Began developing scalable card systems to replace problematic collapsible content.