The decision: sync or async, and the whole multi-party banking pattern behind it

Project 1 · Digital joint accounts.

A sync-vs-async architecture debate had stalled the multi-party banking strategy. 40+ interviews and 5 usability tests resolved it: the async-first, multi-device model became the pattern for digital personal joint accounts, validated at 4.4/5 usability (94% task completion, 4.8/5 ease of use). The concept was completed and validated during my tenure; it showed +5% higher conversion intent.

Project 2 · Multi-product onboarding.

60+ interviews and two surveys fed experience principles, journey maps, and an onboarding framework; comprehension scores rose 3.2 → 4.3, and Maze testing showed the Browse Accounts model generated +25% higher conversion intent, directly informing MVP scope.

Beyond the studies.

Built research democratization for 30+ designers: designer-led research scaled from 0 to 15+ studies per quarter, Maze adoption went from 1 to 90%, and AI-assisted workflows cut synthesis time by 30%.