Leading the enterprise notification strategy for U.S. Bank

Role: UX lead

Goal: Systematize the language, placement, behavior, frequency, relevancy, and visual design for all notifications

Scope: Develop a holistic strategy for all customer notifications at U.S. Bank

Audience: U.S. Bank’s UX design team, product leaders, and customers

Constraints: Ambiguity, technology ownership and architecture, lack of resources

Everyone was talking about things that were easy to talk about. No one was addressing the underlying problem. Our notifications were inconsistent in every way.

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Focusing on users first

  • Used a variety of research sessions for different projects and features to learn about user notification preferences.

  • Reviewed audits of U.S. Bank notifications and created a basic taxonomy.

  • Met 1:1 with content strategists and UX managers on notification-heavy teams to gain their insights and validate the taxonomy.

Finding allies and securing sponsorship

  • Identified the product, technology, and UX leaders with ownership over different parts of the notification space.

  • Pitched the strategy and gained the support of these leaders.

  • Shared the work with the Head of UX to get his sponsorship for an enterprise notification project.

The role I played in leading a cross-functional team.

  • Define the scope, set priorities, create acceptance criteria, and assign tasks.

  • Facilitate and lead multiple working sessions per week with each specialty.

  • Prepare presentations on project vision for senior leadership and for design approval sessions.

Delivering updated states, components, and content guidance

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Optimizing the notification creation workflow

 
 

Key outcomes

  • Identified the primary issues with and created a vision for U.S. Bank’s messaging strategy.

  • Outlined the potential value that a cohesive messaging strategy could bring.

  • Sourced and led a cross-functional team.

  • Defined a roadmap, wrote acceptance criteria, and assigned tasks.

  • Created a collaborative environment where all members of the UX design team can have ownership over the new messaging strategy.

  • Delivered enhanced design patterns and design system guidelines.