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What is Fiserv?
Fiserv is a fortune 500 global fintech and payments company with solutions for banking, global commerce, merchant acquiring, billing and payments, and point-of-sale.
An ever-growing organization which owns hundreds of different fintech products used by banks, governments and financial institutions globally. With up to 17 business units within the company - each owning several products, most of which were acquired over the past 40 years, they are an international leader in financial technologies.
If you use any banking or money transfer service online or in person, chances are a Fiserv product or service helped facilitate your financial transactions securely.
My Role at Fiserv
As a Senior UX/UI Design Consultant, I've worked across the entire design/development pipeline from:
UX/Service design research, user research, performing heuristic and ADA audits, creating new proof of concepts, developing wireframes, managing and delivering assets to development teams, working with product owners, managers and customers, security and quality assurance testing, pitching concepts to customers and senior leadership and launching products to scale which reach up to 90 million monthly hits.
During me tenure at Fiserv I owned the designs of several products such as Client Central, Accurate, and iLendX as well as advising and consulting for products such as Clover, Zelle, OnDot and ATM services.
Design Studio / UX Research Lab
I had the privilege to initiate, establish and lead the operation of a Design Innovation/Research Lab.
I began by giving workshops and presentations to developers, managers and leadership to bring light to the value design can bring to the services offered with case studies of our teams work and modern design thinking strategies and frameworks.
From there the need for a cross-business internal design consultancy was apparent and I was chosen to spearhead the services we would offer, managing and assigning team members to initiatives and assisting in bringing internal and external clients into our pipeline and educating teams on the processes and value of Service design, UX/UI design and design thinking to enhance initiatives across the organization.
Since Fiserv is a fintech company, a majority of their products and services are proprietary back end applications and services which are largely hidden from the public view due to security reasons.
Below are a collection of some products which I've owned entirely and some which I've consulted on specific areas and assisted teams in enhancing their user experience.
Clover is a cloud based Point of Sale system which can be installed on any device and provide full payment processing, order fulfillment, employee scheduling, loyalty programs, reporting and analytics, as well as client customization.
My job as a UX Consultant was to provide a detailed heuristic evaluation of the back-end client branding tool to allow clients to customize their own users experience.
I provided respective teams with wireframed solutions and key elements to keep consistent with Fiserv design principles.
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Client Central is a backend credit and debit card management system which houses over 70+ internal applications.
My job as a Sr. UX Designer was to develop and implement a strategy in which we could revamp the style from 1992 to modern day design, integrate other Fiserv products to migrate clients and enhance the user experience in every way possible.
I conducted and own all the user research, wireframes/prototypes, dev assets, and UI style sheets and functional spec docs. I managed and worked closely with the development team to provide quick turn arounds.
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Accurate Reconciliation is a comprehensive, end-to-end account reconciliation and certification solution that integrates both transaction and balance-level data and automates the entire reconciliation process from data acquisition and matching approvals and reviews.
Based on user research, product owner and developer requirements, I developed wireframes, dev assets, and UI style sheets and functional spec docs. I worked closely with the development teams to deliver fully redesigned modules to revamp and modernize the client experience.
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Zelle is a service for making payments that lets you send money easily, quickly and securely from your own bank account to anyone you choose with just the other person’s email address or phone number for free. It is slowly becoming one of the largest money transfer applications nationwide.
I assisted with this initiative by providing feedback on updating elements based on the internal Fiserv Design Language as well as providing strategies to integrate Service Design tools into the research process.
Zelle is a service for making payments that lets you send money easily, quickly and securely from your own bank account to anyone you choose with just the other person’s email address or phone number for free. It is slowly becoming one of the largest money transfer applications nationwide.
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