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Case Study:

usbank-logo.png
usbank-all-products.jpg

At US Bank, I led the UX teams that cover money movement & payment products, delivering $1.7T in yearly transaction volume to 18mm active digital customers across the United States.

MY CHALLENGE

 

Customers faced a fragmented, high-friction experience managing payments due to internal product silos and disparate interfaces.

MY ACTION

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I initiated a cross-functional team rotational program. This organizational change forced teams to build shared context across all payment products.

THE RESULT​

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An addition to the internal design system to compliment the needs of the payments space. Ensuring a seamless experience across all payment products.

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Data & Accolades

SEPTEMBER 2025

 

A design patent was filed for the mobile check deposit app's redesign, which integrates an AI solution for reading check information using the phone camera.
U.S. Design Application No. 30/024,562

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CSAT AS OF Q2 2025 at US BANK

 

(Measured in a 0-100% scale, averaged between mobile and desktop)

 

  • Bill Pay: 85%

  • Mobile Check Deposit: 82%

  • Zelle: 78%

  • Transfers: 92%

INDUSTRY RECOGNITION

 

  • No. 1 in Payments & Transfers by Keynova, 

    Q1 2025 Mobile Banker Scorecard

  • “Excellent” rating in Money Movement by Bank Monitor, 
January 2025

  • “Best in Class” Bill Pay experience by J.D. Power, 
2025 U.S. Digital Banking Satisfaction Study

  • No. 1 mobile app by Forrester Digital Experience Review, 
Q4 2024 and Keynova Mobile Banker Scorecard, Q3 2024

  • No. 1 for Mobile Deposit by Cornerstone Advisors, 2023

  • Best-in-class for Mobile app by Javelin, 2024

  • Best-in-class for Online Banking by Javelin, 2024

  • “Excellent” Zelle Experience by Corporate Insight, 2024

  • “Excellent” Transfers Experience by Corporate Insight, 2024

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