I worked as an experience design intern in the digital commerce team at Truist Banking in Atlanta, GA for the summer of 2022.
During my 10-week internship, I worked on three main projects in collaboration with my experience design team. The projects related to consumer and business user feedback/data, designing consumer lending landing pages, and streamlining small business account application pages.
I was able to explore and experience multiple different sides of design within banking and technology by really understanding the nuances that go behind each design and its purpose. Additionally, learning to utilize quantitative research to support design decision-making was an extremely educational and insightful experience as well.
Experience Design @Truist
Digital Commerce Design Internship; Truist Technology and Innovation Program
June 2022 - August 2022
Experience Design Capstone Presentation
A final capstone presentation that I presented to all of my managers, peer mentors, and the TIIP Internship Class of 2022 that details my projects and internship experience
Consumer and Business User Research
During my internship, I conducted two research projects related to analyzing and compiling customer reviews for various Truist banking products.
DC Analytics and Qualtrics
With this research project, I utilized DC Qualtrics user survey reports to analyze consumer feedback to gather feedback and organized data into a research presentation.
I specifically analyzed and researched various consumer credit cards and business credit cards and their respective application results then gathered and summarized user feedback from various applications to categorize top user experience issues within various products and used data visualization to further analyze these results.
Research Stories and Qualtrics
The second project I worked on was another research project related to Balance transfers, down-sell offers, and more application completion research. For balance transfer analysis, I analyzed consumer credit cards to gather research on what customers suggested for improvements and what were the next actions typically taken by these customers. Then, I compiled the top issues that were brought up in the feedback.
For the final piece of research, I did a broad overview of a couple of different Truist credit cards and the feedback customers left regarding the applications. After compiling all the research, I grouped the issues into 4 different categories, which resulted in being technology-related, income/occupation options, screen reading, and other related issues and I generated a graph based on the number of responses for each type of issue. This was done to see any trends between the type of issue brought up and how consumers ranked how difficult each application was to complete.
Consumer and Business Product Redesigns
For the final parts of my project, I worked on some Truist banking product page redesigns that my team was assigned by creating wireframes and designs in Axure.
Home Equity Line of Credit Welcome Page
In this project, I redesigned the Truist Home Equity Line of Credit welcome page. The purpose was to integrate new information that needed to be included for this specific product, but also to have Truist products be more consistent with their page layouts and designs throughout the website.
The first design was headed in the right direction but could use some more cleaning up and didn’t need much of the text that was added plus some navigation buttons. With a cleaner concise design in mind, design two was made where there’s less text, it’s a bit more straight to the point where a user can easily see what’s required for the application, and the design feels a bit cleaner with small details like rounding the edges of the image and varying the text boldness to emphasize key words.
Business Checking and Savings Content
In this project, I helped redesign parts of Truist’s Small Business Checking and Savings account.
I also adjusted the product content description to encourage consumers to open a banking account.
“Welcome to smarter, straightforward banking”
“Online and mobile banking tools - the way you want it”