UX and Service Design Internship at NCR
May - Aug 2022
Stakeholders
Financial Institutions and Internal Stakeholders
Role
UX and Service Designer
Tools
Figma, TheyDo, UserTesting, VS Code, GitHub
Overview
Over the course of four months, I had the opportunity to contribute to a diverse set of projects that spanned user experience, interface design, and service design. I led the design of a conversational banking chatbot, streamlining user flows for common financial tasks. I also worked on a payment service experience, focusing on improving usability and trust through thoughtful interface design. In parallel, I facilitated and synthesized insights from a series of service design workshops aimed at identifying user pain points and mapping opportunities for system-wide improvements.
Key Projects
LibertyPay Landing Page
To improve accessibility and visual consistency across the LibertyPay website, I conducted a competitive analysis of leading money transfer platforms to identify usability standards and design gaps. Using those insights, I designed an accessible and responsive web page in Figma that aligned with brand guidelines. I also attended regular design review meetings where I presented my work, explained my decisions, and provided constructive feedback to others to support a collaborative and user focused outcome.
Service Design Workshops
I used TheyDo to map end-to-end user journeys, identifying key opportunities, pain points, solutions, and gains. In Figma, I designed hybrid journey maps that combined web and mobile screens, and created a linked layout system to seamlessly connect TheyDo and Figma using hyperlinks. I also co-facilitated a two-day design thinking workshop to align stakeholders and drive meaningful outcomes.
Conversational Banking Chatbot
Designed a conversational banking chatbot that guided users through common financial tasks with clarity and ease. Focused on crafting intuitive user flows, natural language responses, and fallback logic to ensure a smooth and supportive experience across various user scenarios.
ATM Functional Prototype
Built an interactive JavaScript, HTML, and CSS prototype of an ATM interface for a prominent international bank. The prototype simulated real user interactions, enabling usability testing and feedback on task flows, screen layout, and accessibility across different transaction types.
Achievements
Adaptable Designer
Contributed to a diverse range of design projects, reinforcing the importance of adaptability within non-linear design processes.
Phase-Aware Execution
Gained firsthand experience joining projects at various stages, learning to assess and apply the right research and design methods accordingly.
Flexible Problem-Solving
Developed a flexible design mindset, ready to pivot strategies based on evolving project needs and constraints.