Summary

The goal of this project was to create a unified digital portal for Citi Bank's self-directed customers, serving as the foundation for a hybrid platform experience. The initiative aimed to simplify the customer experience by integrating service interactions across various channels and tools, such as advisor tools, chat, bots, and financial advisor (FA) hand-offs.

With an ambitious timeline and large project scope, my role as the UX lead involved defining the redesign scope, determining feature availability, and estimating the design effort for the entire team. The project was a collaborative effort with multiple Product Managers (PMs), leadership teams, and a third-party vendor, requiring coordinated efforts across all stakeholders to align business goals with technical and design capabilities.