Halkbank: Core Banking Transformation

engagement

designers in the team I led

living design guide and component library

Context

Halkbank planned to replace its legacy core banking systems to improve service levels and efficiency. With IBM iX and IBM Cloud, the bank moved to a web-based, cloud-native platform.

The challenge

Outdated systems meant long staff training, costly errors and slow client service, and paperwork still ruled the back office. The move had to simplify complex relationships with clients, partners and regulators, and feel smooth for staff.

What I did

I was the design lead, responsible for design delivery and the experience strategy:

• Set the experience strategy, feature list and MVP
• Led a team of four UX/UI designers for one consistent experience
• Mapped the whole service, front stage and backstage, with service blueprints
• Built a living design guide and a lean, reusable component library
• Coached teams in design thinking

The result

Improving the back office and the front end together made service faster and better, and clients happier. The lesson I carry: activate the employee experience to activate CX.