Research and Design

Research and Design

Banking customers needed to opt in or out of overdraft coverages. First, I created a customer journey to understand how they would interact with all the content (print and digital). Then researched our regulations we had to follow from legal, current complaints from Customer Advocacy, and date from our internal search engine.

We also created multiple versions for A/B testing during usability testing, finding the right combination of messaging and design.


  • Customer journey
  • User flow
  • Task analysis
  • Wireframes
  • Usability Testing


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