Customer Acquisition Overhaul & Retail Banking Conversion Engine
Overview
Served as both Creative Director and User Experience Director for the ground-up re-architecture of KeyBank’s pre-login consumer ecosystem. The strategic mandate centered on transforming a dense, compliance-driven financial corporate site into an approachable, high-conversion retail banking platform. By establishing customer-centric product discovery pathways, the design successfully simplified complex financial portfolios, reduced acquisition friction, and accelerated new account onboarding.
Leadership Scope & Impact
Fintech Acquisition Strategy: Spearheaded an acquisition-focused UX framework that translated complex retail banking products (mortgages, credit lines, checking/savings instruments) into highly intuitive, value-driven interactive pathways.
Regulated Framework Stewardship: Mastered the complex intersection of strict federal financial regulations, brand trustworthiness, and modern, human-centered design to ensure complete security compliance without sacrificing a frictionless user journey.
Full-Lifecycle Experience Architecture: Managed cross-functional delivery squads through rigorous use-case exploration, banking customer journeys, and deep-level sitemaps, outputting robust responsive wireframe blueprints and a modern financial visual system.
Executive Artifacts Delivered
Consumer Persona Frameworks & Acquisition Journey Maps
Complex Customer Financial Use Cases & Intent User Flows
Comprehensive Information Architecture & Multi-Device Wireframe Layouts
Scalable UI Design Systems & Component-Driven Interface Elements
Customer Acquisition Overhaul & Retail Banking Conversion Engine
Overview
Served as both Creative Director and User Experience Director for the ground-up re-architecture of KeyBank’s pre-login consumer ecosystem. The strategic mandate centered on transforming a dense, compliance-driven financial corporate site into an approachable, high-conversion retail banking platform. By establishing customer-centric product discovery pathways, the design successfully simplified complex financial portfolios, reduced acquisition friction, and accelerated new account onboarding.
Leadership Scope & Impact
Fintech Acquisition Strategy: Spearheaded an acquisition-focused UX framework that translated complex retail banking products (mortgages, credit lines, checking/savings instruments) into highly intuitive, value-driven interactive pathways.
Regulated Framework Stewardship: Mastered the complex intersection of strict federal financial regulations, brand trustworthiness, and modern, human-centered design to ensure complete security compliance without sacrificing a frictionless user journey.
Full-Lifecycle Experience Architecture: Managed cross-functional delivery squads through rigorous use-case exploration, banking customer journeys, and deep-level sitemaps, outputting robust responsive wireframe blueprints and a modern financial visual system.
Executive Artifacts Delivered
Consumer Persona Frameworks & Acquisition Journey Maps
Complex Customer Financial Use Cases & Intent User Flows
Comprehensive Information Architecture & Multi-Device Wireframe Layouts
Scalable UI Design Systems & Component-Driven Interface Elements
