ROADMAP ACCELERATOR

How I brought design thinking and rapid prototyping to roadmap planning at BofA

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No line of business within BofA owned “financial wellness” of the customer. Several lines of business had redundant and or competing roadmaps for a mobile product that would advise on financial health.

Partnering with our head of digital delivery and CDO, I formed a special teams approach to reconcile redundant and conflicting strategies, delivering a roadmap of the most impactful features with sequencing aligned to shared capability across product groups.

ROLE
SVP, Consumer
Approach architect, methods, timing, scope
Hands on player in partner workshop, vision, and roadmap outcome

OUTCOME
30 days to vision alignment
60 days to roadmap reconciliation with sequencing
Coordination edged BofA to highest customer satisfaction (673) for retail banking advice among competitors (JD Power)

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I drafted a mash-up of Google ideation rapid design sprints with Amazon’s Press Release, FAQ (PRFAQ) approach. The result was a hyperactive, engaged product and design team working in sprints, in parallel with executive partners engaged in the PRFAQ.

Day 0-30
Initiatives Audit
Customer and trend research
Mission, Vision, Pillars
North Star Design
Evaluative testing

Day 31-60
Initiative sequencing
Experience Map
High Fidelity Prototype

Day 61 +
Aligned design, product and executive team executing on roadmap and vision

Ultimate recognition of impact came from BofA’s CDO

“This is how we run complex product planning on big bets from here on”

RESULTS

  • Tech investment in two financial health platforms reduced to shared services

  • Abandonment of flawed heath “dashboard strategy”

  • Expedited integration of financial health capability within BofA’s AI Chatbot, Erica

Personally, this led to a promotion in expansion of scope to head of UX across Consumer and Investing and doubling of team size