Account
Management
Platform

Industry
Fintech, Enterprise
Client
A leading provider of lending solutions for Canadian borrowers.
Total revenue: $145 Million
Product
Responsive and user-friendly Online Account Management platform designed for effortless access and management of financial accounts. The platform provides key features such as detailed account views, balance checks, payment deadline alerts, and secure online payment capabilities.
Year
2022
Impact
Slalom Canada’s number-one account in 2022, built upon the foundation of trust-based relationships with the client team.
The client’s design culture underwent a significant transformation through the facilitated transition to Agile processes.
Helped define and execute the design strategy for the new digital platform, which influenced product strategies throughout the organization.
Set a new standard for the company by developing a scalable design system.
The client reported over 27,000 active users during the first month following the service launch.
Disclaimer
This case study respects the non-disclosure agreement, excluding visual design features and certain project specifics. It focuses on my contributions, design activities, and the impact made during the Discovery phase, leaving out data and technology aspects to maintain the confidentiality of the work.
Services

Digital Transformation
Agile Discovery
Strategy & Ideation
Customer Journey
Experience Design
Design Thinking
Product Design at Scale
Design for Accessibility
DesignOps

My Role

I was instrumental in establishing Slalom Canada’s number-one account in 2022. As a Discovery Design lead, I oversaw an Agile Discovery project comprising multiple teams, that resulted in a comprehensive Delivery As the chief product design lead, I coordinated iterative product development, prioritizing a user-centred approach to minimize the risk of low product adoption. I was responsible for leading the development and execution of a customer-centric approach within a new digital finance service platform. The development process included a strategic approach to exploring and defining client needs, mapping customer journeys, designing user and application flows, prototyping and deployment.

Delivering Exceptionally
  • Tera delivered on our brand promise through and through, proving to our client that we could help them scale their product development, not only with engineering but with design.
  • Thanks to Teras’ lead from the front working style - she was able to show them a new way to work in agile and establish proper design ops and usage of Experience Design across product ceremonies.
  • Our client is now a multi-designer program, with a wide range of talent, and work that designs actually want to work on. In other words, Tera has delivered on all the things Experience Design brings to the table when we’re doing it right.
  • Big impact, and a culture shift within our client’s walls.
Senior Director of Experience Design, Slalom Build Toronto
    Key Contributions
    and Achievements
    Ideation & Strategy

    Pinpointed and tackled shortcomings in the client’s customer journey strategy.

    Helped define and execute the Design strategy for the new digital platform, influencing the Product strategies across the organization.

    Impact
    • Teras’ skills and relentless efforts made the project happen and become our top-shelf digital product. Her contribution helped shape our design practice, and we are moving forward on a great path.
    Client UX/UI Lead, Canada
      Digital Modernization & Design Ops

      Defined, prioritized and designed high-impact product features.

      Assessed and recommended enhancements to the existing digital products to improve customer setup and overall satisfaction.

      Adapted print-focused brand guidelines into a scalable digital design system compliant with WCAG Accessibility standards.

      Scoped and prioritized the design work for multi-pod design teams.

      Established a Design and Accessibility QA process, documenting frameworks and best practices to ensure consistent quality among distributed teams.

      Impact
      • Tera helped us form a unified team with the client. More than that, she helped the client’s design team to become far better designers. I thank her for all of the hard work that she put into it.
      Managing Director, Slalom Build Montreal
        Stakeholder Engagement

        Managed client expectations, proactively engaging with stakeholders and incorporating their feedback throughout the product development life cycle.

        Regularly updated C-Level executives on the continuous evolution of product strategy and development.

        Leadership
        • Tera led the Experience Design work for our client project and has been a great design leader throughout.
        • She was very driven to always do the right thing for the client and ensured that the client was happy.
        • Teras’ hard work and passion along with the team led to multiple project extensions with the client and ongoing successful releases.
        Sr. Architect, Solution Ownership, Slalom Build Toronto
          Agile Project Management

          Collaborated with the product owner on creating a Product Roadmap, detailing the MVP plan and subsequent releases, and defining epics, features, and user stories.

          Supported sprint planning, backlog grooming, and sprint refinement.

          Design Skills

          Strategy & Ideation
          Co-creation workshops
          Design Thinking
          Stakeholder Interviews
          Experience Design
          Product Design
          User Journey Mapping
          User Flows
          Rapid Prototyping
          UX/UI
          Responsive Web Design
          Design System
          Design for Accessibility
          Design Ops
          Cross-teams Collaboration
          Agile Project Management
          Risk Management

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