United Commercial Bank: Out bound wire transfer request LinkedIn | Behance | Contact
About this project

An out bound wire transfer application required 2-3 business days to process. We were tasked to provide the proof-of-concept (POC) to improved process efficiency, minimize human error and reduced turnaround time.

I worked as the project lead and UX designer. Internal teammates included a technical support manager and a product manager. Agency teammates included two UX designers, two engineers, and a project manager.


We conducted a survey among 6 branches and HQ office in San Francisco. Employees were reluctance to simplify the process because of job security concerns. The process and the policy were established 18+ years ago.

How can we optimally accommodate both customers and employees in the process?

Task-oriented workflow
The current process was a task-oriented (or task-focused) model. Each individual (employee) was concerned with finding the step-by-step solution required to meet specific goals.
Customer walk-in to fill up the hardcopy form   Branch officer review & verify the hardcopy form with the customer   Branch manager review & verify the hardcopy form   Fax/scan to back office for data entry   Information input to the system by data entry team   Information validation & verification   Regional manager review & approve thru a separate system   Result deliver to the customer
Relationship-oriented workflow

We presented a relationship-oriented (or relationship-focused) model. To encourages good teamwork and collaboration, through fostering positive relationships and good communication.

Customer & branch officer fill up the online form together (It's all about a good conversations with customer)   Print out the form for customer signature   Scan/email directly to FireBound document management system   Branch manager review & approve thru iTool (Corporate Intranet)   Regional manager review & approve thru iTool (Corporate Intranet)   Result deliver to the customer        
We leverage the existing intranet with Microsoft Sharepoint. We implemented FireBound solution, to manage business requests from beginning to end, and reliably connect people and information wherever they are. FileBound helps to drive out paper-based processes to decrease costs and increase productivity, and supports compliance with internal and external mandates.
Logical flow diagram
01. Corporate intranet: Landing page of all employees
02. My tasks: Create, assign, and complete tasks
03. Create a new out bound wire transfer request
04. Online form: Domestic, date, GL# filled by default
05. Popup window: Information preview
06. Approver information
07. Request confirmation