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Collections App Modernization
A multi-quarter initiative to redesign the entire Collections App, shaping UX roadmaps and driving comprehensive discovery to delivery efforts.
As the lead UX designer, I brought together cross-functional teams to understand the current-state ecosystem, identify critical pain points and dependencies, and build a shared vision of the future state Collections App.
Role
Lead UX Designer
Timeline
2024–2025
Recognition
Silver Shield Award
(employee recognition award)
Impact
$2.6 million projected savings in net credit loss
650,000 outbound calls to the call center saved
Improved customer experience and operational efficiency
Challenge
Customers entering the Collections experience are often navigating a stressful and financially sensitive situation, yet the existing experience made it difficult to confidently understand and compare their available options.
The Collections platform migration from TeamSite to Adobe Experience Manager (AEM), created an opportunity to rethink the end-to-end Collections journey, leveraging customer research and behavioral insights to create a more intuitive and supportive self-service experience.
Approach
Mapped the end-to-end Collections experience, tracing customer touchpoints across channels to uncover key friction points and drop-off risks.
Synthesized research and behavioral data into actionable recommendations, translating user insights into prioritized product enhancements.
Driven cross-functional alignment across Product, Engineering, Business Line, and Risk stakeholders to balance user needs with compliance and technical constraints.
Delivered 52 high-fidelity responsive screens (26 desktop, 26 mobile), leveraging reusable templates
Led Design QA and engineering handoff, ensuring development matched design specs and quality standards
Reflection
Being a designer goes far beyond creating screens.
As my first major initiative at U.S. Bank, this project taught me that impactful design cannot happen in a silo, delivering high-impact work requires navigating cross-functional dependencies. My role largely became focused on bridging teams, aligning stakeholders around real customer needs, and building momentum toward a shared product vision.
You can't simplify complexity until you uncover it.
By conducting a full experience audit, I led the team to challenge legacy patterns and address foundational user friction, not just surface fixes. End-to-end audits are now a standard baseline across all my projects.