Process behind the redesign
About Project
PINACLE is PNC Bank’s corporate banking software. It helps companies securely and efficiently manage their cash position, initiate payments and make financial decisions with a tailored user experience. 
PINACLE is a $100M business for PNC Bank and most of the customers are small and medium businesses. Yet, the tool had been designed mainly for large companies. PNC wanted us to take a design thinking approach and figure out how PINACLE can be more useful to small and medium businesses.
As part of the CMU MHCI capstone project over 7 months, my team did extensive research and prototyping to deliver four new concepts to PNC Bank. I'm presenting here process on of the concepts I worked heavily on. You can check out all other work on our project website.
Based on Frog Design's process, our approach was to broaden our ideas and scope at every step and then narrow down before moving to the next stage.
User Research
To understand our users and their workflow, we started the project with user research. We wanted to understand breakdowns and opportunities in their current workflows and their usage of PINACLE to have a solid foundation for our ideas.
We conducted contextual inquiry with PINACLE operators as well other bank users to identify breakdowns and better understand their workflows. We observed 17 participants over 12 companies in 3 different cities.
We followed up on our contextual inquiry with interviews to understand users’ motivations and frustrations in depth. We wanted to see how they perform financial tasks and what they rely on to make decisions.
To make sense of all the data, we categorized all our notes from our contextual inquiry and interviews into a large affinity diagram. Through the affinity diagram, we categorized our findings and extracted meaningful insights. We organized over 450 notes into six key findings over 10 days.
Brainstorming and ideation
With the help of PNC, we began the ideation process with a large number of new design ideas that brings value to PINACLE for small and medium sized businesses. Based on user and client feedback, our team underwent a process of validation and iteration in which we narrowed down and evolved our design concepts.

One of the early visioning sessions with our clients.

Narrowing down ideas after a lateral thinking brainstorm.

Some of the storyboards we tested with users early in the design process.

Low-fi prototyping
After testing ideas and storyboards with users, we created 8 low-fidelity prototypes using POP to test with users. 
Mid-fi prototyping
Once we locked down a few concepts to prototype in higher fidelity, we moved to Sketch and Invision. We then tested 8 of these mid-fi prototypes with users.  

We conducted usability testing on each of our 8 mid-fi prototypes.

Hi-fi prototyping
After finalizing concepts, we started creating hi-fi prototypes in in Sketch and Principle to get the UI elements and visual hierarchy in place. I focused on the visual design of one of the prototypes - Transaction Timeline. 
Using Transaction Timeline, users could get a quick insight into their cash position on a graph as well as the transactions causing the changes. They could also see a forecast into their future and do advanced filtering through their transactions.

The good, the bad, the ugly.

Final product 
UI Interactions
Other UI designs I worked on
Along with contributing on the Transaction Timeline prototype, I also helped with the visual design of other concepts we delivered to PNC Bank.
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