First Merchants Bank

A compilation of my internship work and projects at First Merchants Bank.

Introduction

Background

As the UX intern for the Omni + Digital Team, I was responsible for primary/secondary research, competitive analysis, product redesigns, presentations, user flow charts, and wire-framing. Our overarching goal was to improve the user experience for the company’s products and services.

Role

UX Intern

Managers / Teammates

Mike Liddy, Isabella Nadler,

Elizabeth Jewett

Timeline

May 2023 - Aug 2023

Projects / Involvement

My Projects

  • Description:

    A full holistic study and competitive analysis of our checking accounts.

    My Role:

    • Conducted research on checking account preferences in the current markets

    • Created an infographic summarizing consumer preferences

    • Compared our checking account features to industry competitors

    • Designed new pages for our website to enhance account marketing

    • Presented research findings and design proposals to the internal team

  • Description:

    Primary and secondary research of First Merchants Bank’s physical branch experience.

    My Role:

    • Conducted secondary research on the current landscape of physical bank branches

    • Performed a heuristic evaluation of First Merchant's branches in comparison to competitors

    • Analyzed the efficacy of existing user experience evaluation methods

    • Assisted in the development of a primary research guide for consistent user experience analysis

    • Conducted employee interviews and assessed UX at physical branches using the research guide

  • Description:

    Worked with team to overhaul the business account opening procedure to enhance overall experience

    My Role:

    • Streamlined the process by reducing pain points and eliminating unnecessary steps

    • Developed a user journey map to illustrate the updated process

    • Designed a user-friendly Google Form that visually represents the entire streamlined process

  • Description:

    Developed prospective redesigns for the checking account rates page.

    My Role:

    • Constructed a user flow chart illustrating the checking account website's navigation path

    • Enumerated and documented pain points encountered within the user flow

    • Conducted secondary research to examine competitors' strategies

    • Crafted multiple redesign wireframes using Figma for an improved user experience

  • Description:

    Helped to restructure the consumer banking newsletter format to improve presentation

    My Role:

    • Created a comprehensive set of design objectives to steer the redesign process

    • Mocked numerous cover page wireframe variations

    • Developed a low-fidelity template for the newsletter's overall format

    • Presented my work to the relevant stakeholders

Visuals / Examples

Research

Here are some examples of user research from my projects. This included identifying user pain points on our checking account website, creating a user flowchart, and conducting a competitive analysis.

Designs

Below are some examples of my mockup designs (with the removal of branding/color).

Presentation

Although the majority of my presentations were created using Canva or PowerPoint, I also developed custom graphics to complement the designs and enhance the overall presentation.

Community

Intern Bonding

Despite being remote, I had the opportunity to connect with all the other interns spanning various departments within the company. Engaging in discussions and learning about their respective roles provided valuable insights into the broader workings of the organization.

Reflection

What I learned

Firstly, I gained a much better understanding of the inner workings of the banking industry. Navigating through legal and financial constraints became a crucial aspect of my work, demanding a practical approach in my design solutions. Effectively communicating these solutions to stakeholders and other departments emerged as a skill I honed during this experience. Moreover, the internship highlighted the importance of thorough research and a comprehensive UX process in every facet of my work, not confined to specific projects. These insights significantly contributed to my professional growth and will undoubtedly shape my future endeavors in UX design.