Architect

Overview

As a Product Designer at Fiserv, I led the redesign of Broadway National Bank’s digital banking platform, transforming an outdated experience into a modern, user-friendly solution across web and mobile.

My responsibilities included wireframing, prototyping, interaction design, and visual design, all focused on improving usability, accessibility, and customer satisfaction. The goal was to align the experience with user needs and current digital banking standards.

Problem

Broadway National Bank’s legacy digital banking platform, Architect, suffered from:

• An outdated interface that lacked modern design principles

• Overly customized web features that caused confusion

• Poor mobile experiences, leading to frustration and low app ratings on Apple and Google Play

The client needed a complete user experience overhaul that could both modernize their look and simplify user journeys.

Solution

We reimagined the Architect platform from the ground up, focusing on usability, clarity, and scalability.

Key improvements included:

• A streamlined, consistent design system for web and mobile

• Simplified navigation and more intuitive information architecture

• Optimized task flows for high-frequency actions such as transfers and bill payments

• Personalized experiences based on user needs and behaviors

We also addressed user frustrations by redesigning high-friction flows, ensuring smoother interactions and faster task completion.

Design Process

Research

We began by analyzing the Forrester Benchmark Report, which evaluated top-performing digital banking platforms. This gave us a clear picture of industry best practices and helped define what “best-in-class” looked like for our redesign.

We also reviewed user feedback, app store ratings, and support logs to identify recurring pain points and unmet needs.

User Personas

To represent the diversity of Broadway Bank’s customers, we created several personas.

One key persona was Ralph Scott, a tech-savvy professional in his 50s who primarily used desktop banking. Ralph’s needs centered around clarity, speed, and trust, guiding many of our interaction and layout decisions.

By empathizing with users like Ralph, we ensured the experience addressed both functional efficiency and emotional reassurance—key factors in financial product design.

Wireframing

Using insights from research, we explored new navigation patterns, dashboard layouts, and task flows.

Early wireframes focused on:

• Reducing visual clutter

• Making account information scannable at a glance

• Simplifying key tasks such as transfers and check deposits

We collaborated closely with stakeholders and engineering teams to ensure technical feasibility from the start.

Design Mockups

Once the structure was validated, I developed high-fidelity mockups and interaction patterns that brought the new experience to life.

We refined designs through multiple feedback rounds, testing color contrast, accessibility, and motion cues to make the experience both polished and inclusive.

Prototyping and Testing

Using UsabilityHub, we conducted interactive testing to validate navigation flows and key tasks.
The testing revealed subtle usability issues we refined before final delivery, ensuring the platform felt intuitive and responsive across devices.

Results

The redesigned Architect digital banking platform delivered measurable results:

• Award-Winning Experience: Recognized with the 2020 IDC Award for Omni-Experience in Digital Banking.

• Improved User Satisfaction: Notable increase in positive feedback and ratings across both web and mobile experiences.

• Streamlined Operations: Reduced support tickets related to navigation and transaction errors.

• Consistent Design System: Established scalable UI components for future client implementations.

Our design not only elevated Broadway Bank’s digital experience but also served as a template for future financial institutions adopting Fiserv’s Architect platform.

View the mobile app on Apple and Google Play

Reflection

This project reinforced the importance of balancing usability with brand expression in financial UX design. By grounding our decisions in research and iterative testing, we created a product that was both functional and emotionally reassuring—qualities that drive trust and loyalty in digital banking.

Press Links

Broadway Bank and Island Federal Credit Union See Real Results with Fiserv by Fiserv

Broadway Bank wins 2020 IDC Omni-Experience Award for Digital Banking by Broadway Bank

Fiserv Named Overall Real Results Winner by Business Wire