PageOne – Services Operational Portal
Redesigned Bank of America’s legacy internal operational portal into PageOne—a centralized, scalable platform empowering employees to manage core banking workflows efficiently and securely across departments.
- Project Type Enterprise SaaS UX, Internal Tool Redesign, UX Research, Interaction Design, Design System Integration
- My Role Lead UX Designer (Research, Wireframing, Prototyping, Testing)
- Tools Used Figma, InVision, Sketch, Phoenix Design System
- Duration 6 Months
- Company Bank of America
Confidentiality Note:
This project is under a confidentiality agreement. Visuals and internal data cannot be publicly shared. Please contact me to discuss this project further.
Redesigned Bank of America’s legacy internal operational portal into PageOne—a centralized, scalable platform empowering employees to manage core banking workflows efficiently and securely across departments.
The Challenge
✘ Legacy systems were cluttered, inconsistent, and inefficient, leading to cognitive overload and decreased productivity.
✘ The lack of unified patterns across internal tools caused frequent usability issues and user confusion.
✘ Accessibility standards were not being met, making the platform difficult to navigate for employees with varying needs and roles.
The Goal
✔ Modernize the internal portal and unify fragmented tools under one cohesive interface.
✔ Implement a scalable design system (Phoenix Framework) for long-term consistency.
✔ Improve usability, accessibility, and operational efficiency across the platform.
My UX Process & Approach
Research & User Understanding
- Led stakeholder interviews and conducted contextual inquiry across different departments to uncover bottlenecks.
- Ran heuristic evaluations, user surveys, and synthesized feedback into actionable insights.
- Developed personas and journey maps to guide design decisions and prioritize features based on user roles (tellers, managers, support staff).
Information Architecture & Prototyping
- Reorganized IA to reflect more intuitive workflows based on task frequency and user needs.
- Created low-fidelity wireframes to validate layout and interactions early with internal stakeholders.
- Built high-fidelity prototypes in Figma and InVision, tailored for specific roles within the bank.
Design System Integration (Phoenix Framework)
- Collaborated with engineers and accessibility teams to integrate the Phoenix Design System.
- Customized components for internal use cases, ensuring scalability and consistency.
- Documented component usage patterns for future product teams.
Usability Testing & Iteration
- Facilitated usability testing with real employees using task-based scenarios.
- Measured task success rates, time-on-task, and satisfaction scores pre- and post-redesign.
- Iteratively improved flows and visual hierarchy based on data and accessibility feedback.
Final Outcome & Impact
✔ Increased employee task efficiency by 30% through simplified flows and task prioritization.
✔ Achieved full ADA accessibility compliance, improving usability across a diverse workforce.
✔ Delivered a scalable design system adopted across multiple internal tools.
✔ Reduced training time for new hires by 25%, thanks to intuitive UI and consistent patterns.
Key Takeaways & Learnings
✔ Design systems succeed when paired with strong cross-functional collaboration and continuous iteration.
✔ Small accessibility changes (contrast, focus states, keyboard navigation) had outsized impact on usability.
✔ Designing for internal tools requires balancing business logic with empathetic design to enhance day-to-day productivity.