Reducing friction in Mobile Check Deposits
Alignment, Experience design, Interface design, and Interaction design for Truist
UX Design
Strategy
App
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Truist's mobile check deposit was generating a disproportionate share of customer complaints, and the root cause was the flow itself. I led a redesign that challenged the fundamental assumptions behind how users moved through the deposit process, working within strict technical and legal constraints, and ultimately addressed roughly 80% of those complaints.
Client
Truist
Timeline
Q4 2024 - Q4 2025
Role
UX Designer
What I Did
Alignment, UX Design
Tools
Project Overview
Challenge
Update and modernize the existing mobile check deposit feature to address a number of client feedback issues, industry report findings, and to boost the overall app experience.
Output
I created an expansive set of wireframes, user flows, and other documentation for our UI designer and our Product Owner. Additionally, I worked to collaboratively refine our product solution and address a number of constraints and edge cases.
Context
MCD had received renewed enthusiasm for a design update after receiving consistent complaints through Voice of Client surveys and from multiple reviews in financial industry product reports. The proposed design update would need to include all necessary prior functionality, and needed to avoid creating custom component work for developers. Lastly, the feature comes with some significant technical and legal constraints that apply to scanning and depositing checks.
Team
Our team consisted of:
UX designer
Myself
UI designer
Jake Moser
Content designer
Linda Richey, after two staffing changes.
Product Owner
In series, Melissa Waldberg, Matt Barona, and then Hayden Thomas
Research
Paul Khawaja, Dylan Bush
Design Leadership
Nat Stormer, Eva Story