Transforming the way relationship managers work at BBVA.

Transforming the way relationship managers work at BBVA.

Digital Workplace

Digital Workplace

Digital Workplace

Digital Workplace

Digital Workplace

Providing bank managers an easier and more seameless way of delivering their day to day activities through a new digital product. 

Improving the service and digital product of a home improvement and gardening retailer

Improving the service and digital product of a home improvement and gardening retailer

Providing bank managers an easier and more seameless way of delivering their day to day activities through a new digital product. 

February 2018 - December 2019

Project start date: February 2018 - December 2019

Salesforce

Client: BBVA Enterprise Global

Location: Madrid, Spain.

The challenge: Providing BBVA's bank managers in México, Colombia, USA, Perú and Spain an easier and more seameless way of delivering their day to day activities through a new digital product using salesforce. 

The team: The team was composed of more than 50+ team members coming from various profiles including innovation directors, program managers, deployment managers, agile coaches, product owners, design leads, tech leads, developers, salesforce specialists, process and operation managers, researchers, service designers and user experience designers. 

My role: design strategist, service designer and user experience designer

Day to day:

  • daily standups and backlog planning and prioritization with our scrum coaches and kanban boards
  • conceptualizing new innovative ideas and aiming high together with the team to build the best customer management product in enterprise banking
  • participating in the entire product development process, from problem solving, user research, prototyping, detailed UI, visual and interaction design
  • design ideas via sketches, storyboards, high-fidelity mockups and prototypes
  • facilitation skills and familiarity with different techniques to engage people in co-creation sessions
  • creating the first visualizations of new functionalities and supporting developers in the execution
  • finding needs and opportunities through immersive user interviewes with users around the globe
  • learn from a diverse international team

Tools: User research via google meet, In situ user research, whiteboards, Sketch, Invision, full-day workshops, paper prototypes, Jira

Accomplishments: This project was an amazing professional experience. It's "globality" gave me the opportunity to coordinate with teamates in México, Colombia, USA and Perú; but more importantly, design research provided me with insight as to how business is done and the particularities of each country. The tasks were very challenging, but rewarding as well.

 

Client: BBVA Enterprise Global

Location: Madrid, Spain.

The challenge: Providing BBVA's bank managers in México, Colombia, USA, Perú and Spain an easier and more seameless way of delivering their day to day activities through a new digital product using salesforce. 

The team: The team was composed of more than 50+ team members coming from various profiles including innovation directors, program managers, deployment managers, agile coaches, product owners, design leads, tech leads, developers, salesforce specialists, process and operation managers, researchers, service designers and user experience designers. 

My role: design strategist, service designer and user experience designer

Day to day:

  • daily standups and backlog planning and prioritization with our scrum coaches and kanban boards
  • conceptualizing new innovative ideas and aiming high together with the team to build the best customer management product in enterprise banking
  • participating in the entire product development process, from problem solving, user research, prototyping, detailed UI, visual and interaction design
  • design ideas via sketches, storyboards, high-fidelity mockups and prototypes
  • facilitation skills and familiarity with different techniques to engage people in co-creation sessions
  • creating the first visualizations of new functionalities and supporting developers in the execution
  • finding needs and opportunities through immersive user interviewes with users around the globe
  • learn from a diverse international team

Tools: User research via google meet, In situ user research, whiteboards, Sketch, Invision, full-day workshops, paper prototypes, Jira

Accomplishments: This project was an amazing professional experience. It's "globality" gave me the opportunity to coordinate with teamates in México, Colombia, USA and Perú; but more importantly, design research provided me with insight as to how business is done and the particularities of each country. The tasks were very challenging, but rewarding as well.

Client: BBVA Enterprise Global

Location: Madrid, Spain.

The challenge: Providing BBVA's bank managers in México, Colombia, USA, Perú and Spain an easier and more seameless way of delivering their day to day activities through a new digital product using salesforce. 

The team: The team was composed of more than 50+ team members coming from various profiles including innovation directors, program managers, deployment managers, agile coaches, product owners, design leads, tech leads, developers, salesforce specialists, process and operation managers, researchers, service designers and user experience designers. 

My role: design strategist, service designer and user experience designer

Day to day:

  • daily standups and backlog planning and prioritization with our scrum coaches and kanban boards
  • conceptualizing new innovative ideas and aiming high together with the team to build the best customer management product in enterprise banking
  • participating in the entire product development process, from problem solving, user research, prototyping, detailed UI, visual and interaction design
  • design ideas via sketches, storyboards, high-fidelity mockups and prototypes
  • facilitation skills and familiarity with different techniques to engage people in co-creation sessions
  • creating the first visualizations of new functionalities and supporting developers in the execution
  • finding needs and opportunities through immersive user interviewes with users around the globe
  • learn from a diverse international team

Tools: User research via google meet, In situ user research, whiteboards, Sketch, Invision, full-day workshops, paper prototypes, Jira

Accomplishments: This project was an amazing professional experience. It's "globality" gave me the opportunity to coordinate with teamates in México, Colombia, USA and Perú; but more importantly, design research provided me with insight as to how business is done and the particularities of each country. The tasks were very challenging, but rewarding as well.

Client: BBVA Enterprise Global

Location: Madrid, Spain.

The challenge: Providing BBVA's bank managers in México, Colombia, USA, Perú and Spain an easier and more seameless way of delivering their day to day activities through a new digital product using salesforce. 

The team: The team was composed of more than 50+ team members coming from various profiles including innovation directors, program managers, deployment managers, agile coaches, product owners, design leads, tech leads, developers, salesforce specialists, process and operation managers, researchers, service designers and user experience designers. 

My role: design strategist, service designer and user experience designer

Day to day:

  • daily standups and backlog planning and prioritization with our scrum coaches and kanban boards
  • conceptualizing new innovative ideas and aiming high together with the team to build the best customer management product in enterprise banking
  • participating in the entire product development process, from problem solving, user research, prototyping, detailed UI, visual and interaction design
  • design ideas via sketches, storyboards, high-fidelity mockups and prototypes
  • facilitation skills and familiarity with different techniques to engage people in co-creation sessions
  • creating the first visualizations of new functionalities and supporting developers in the execution
  • finding needs and opportunities through immersive user interviewes with users around the globe
  • learn from a diverse international team

Tools: User research via google meet, In situ user research, whiteboards, Sketch, Invision, full-day workshops, paper prototypes, Jira

Accomplishments: This project was an amazing professional experience. It's "globality" gave me the opportunity to coordinate with teamates in México, Colombia, USA and Perú; but more importantly, design research provided me with insight as to how business is done and the particularities of each country. The tasks were very challenging, but rewarding as well.

 

Client: BBVA Enterprise Global

Location: Madrid, Spain.

The challenge: Providing BBVA's bank managers in México, Colombia, USA, Perú and Spain an easier and more seameless way of delivering their day to day activities through a new digital product using salesforce. 

The team: The team was composed of more than 50+ team members coming from various profiles including innovation directors, program managers, deployment managers, agile coaches, product owners, design leads, tech leads, developers, salesforce specialists, process and operation managers, researchers, service designers and user experience designers. 

My role: design strategist, service designer and user experience designer

Day to day:

  • daily standups and backlog planning and prioritization with our scrum coaches and kanban boards
  • conceptualizing new innovative ideas and aiming high together with the team to build the best customer management product in enterprise banking
  • participating in the entire product development process, from problem solving, user research, prototyping, detailed UI, visual and interaction design
  • design ideas via sketches, storyboards, high-fidelity mockups and prototypes
  • facilitation skills and familiarity with different techniques to engage people in co-creation sessions
  • creating the first visualizations of new functionalities and supporting developers in the execution
  • finding needs and opportunities through immersive user interviewes with users around the globe
  • learn from a diverse international team

Tools: User research via google meet, In situ user research, whiteboards, Sketch, Invision, full-day workshops, paper prototypes, Jira

Accomplishments: This project was an amazing professional experience. It's "globality" gave me the opportunity to coordinate with teamates in México, Colombia, USA and Perú; but more importantly, design research provided me with insight as to how business is done and the particularities of each country. The tasks were very challenging, but rewarding as well.

giphy-evolution of desk
This project involved taking the AS IS work processes, re-thinking them through, and designing them for the new digital workplace with improved functionalities.
This project involved taking the AS IS work processes, re-thinking them through, and designing them for the new digital workplace with improved functionalities.
"We maintain the relationship between companies and the bank; we are the go-to person and the common denominator between the customer's needs and the solutions offered by the bank."

"We maintain the relationship between companies and the bank; we are the go-to person and the common denominator between the customer's needs and the solutions offered by the bank."

"We maintain the relationship between companies and the bank; we are the go-to person and the common denominator between the customer's needs and the solutions offered by the bank."

"We maintain the relationship between companies and the bank; we are the go-to person and the common denominator between the customer's needs and the solutions offered by the bank."

- Relationship Manager

- Relationship Manager

- Relationship Manager

- Relationship Managers

Salesforce-Communities_blog-header

This project was done using Salesforce as the CMS

Family of Lightning

During the design phase, we used Salesforce lightning components.

During the design phase, we used Salesforce lightning components.

workshop

Prototyping a service with storyboards during a workshop

sofia santos

During a workshop with some of the banks "back-stage" actors.

sofia santos workshop facilitation

During a workshop with corporate Investment bankers

jason-coudriet-eQux_nmDew0-unsplash

UX Sketching 

UX Sketching