how we work: ux design at navy federal credit union
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DESCRIPTIONThis UX presentation illustrates How We Work at Navy Federal in the design process and was geared toward educating employees on how to best utilize UX and the role it plays.
UX Design and MRID
HOW WE WORKA Method for Problem Solving
is Problem Solving
is translating an Idea into something Useful
begins with a Need
Focuses on how the user Interacts
Identifies possible stumbling points in a process
aids in Focusing concepts with user Expectations
is the User’s Advocate
HOW we work in user research
Ideation Sessions (Brainstorming, etc.)
ux design and user researchincreases the opportunity to produce engaging and easy to use products.
ux design impact300thousand
Total Sessions4,700% Increase since April 2011
April 2012 April 2013 April 2014
130%unique Usersincrease in
“Okay, never thought I would get excited about a banking app….ever”
“Absolutely wonderful! Intuitive, clean and simple interface.”
ux design approach
d e l i g h t f u ls i m p l e w e l l- c r a f t e d
l i s t e n
ux design method
d e f i n e i t e r at e v e r i f y+
d e c o d e+
what we work on in ux design
Member Experience Touch Points
Web Sites and Online Banking
departments & number of projectseChannels
Savings & Membership
Credit Card lending
20 40 60 80
Jan - July 2014
UX Design and MRID
HOW we do it
To the needs of the user and the business to identify and solve problems.
decodeUsing sketches and wire frames to define the usability, interactions and elements of delight.
defineCreating visual cues with Visual Design to guide a user toward the desired behaviors, while maintaining the brand personality.
iterateFocused on member experience, a cycle of iterations and finesse. Never One-and-Done. !Incorporate feedback from user testing.
verifyCollaboration with development and research on the targeted solution. !Maintain the voice of the user, while supporting the project goals.
ux design & research matters
By constructively challenging current practices, the UX Design team and MRID work with you to find innovative solutions.
We identify concepts, strategies and trends that will have a lasting impact; by seeing things from the user’s perspective.
engage us early
Whether it’s a new idea or a problem you discovered; before embarking on a digital project, contact us.
UX Design - Mitch Hazam User Research - Elaine Offley Account Access - John Robertson Mobile - Meghan Gound MRID - Marcia Sanford