Mauricio Armenio

Buenos Aires, Argentina

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Product Designer & DesignOps Specialist

I designed for:

  • Telecom
  • Personal Pay
  • Ueno Bank
  • Banco Ciudad
  • Red Link

Red Link

Business banking, simplified

Product Designer · UX Research · Design System

How I designed a modular system for business banking that turned manual operations and complex processes into a single-screen experience: agile for bank staff and scalable for development.

What it was about

  • End-to-end design

    From information architecture to the design system: a scalable structure so the team could build fast on solid foundations.

  • Contextual research

    Interviews with banks, account officers and operations staff to map complex flows and uncover real friction.

  • Digitalization

    Redesign of complex operations (account opening, signature schemes, self-service) to replace manual processes with digital flows.

The problem

The gap between blind systems and paper-based procedures

Business banking ran on an inefficient hybrid model: a legacy backoffice with a complex architecture, running in parallel with analog procedures in physical folders. Opening accounts, configuring parameters and approving signatures depended on a slow, bureaucratic circuit with no visibility into the real status of each file.

What were users saying?

  • “It takes me 3 days to open an account because I have to go back and forth with papers between departments”.
    Account officer
  • “Every officer has their own spreadsheet to track requests. There is no unified way”.
    Branch manager
  • “The system makes me open 4 different screens for a single operation”.
    Operations staff

What were users saying?

  • “It takes me 3 days to open an account because I have to go back and forth with papers between departments”.
    Account officer
  • “Every officer has their own spreadsheet to track requests. There is no unified way”.
    Branch manager
  • “The system makes me open 4 different screens for a single operation”.
    Operations staff

We found clear chaos in the app's architecture

Which we reorganized intuitively by adding custom roles

And then we sketched it on paper

To build the wireframes and test them

The solution

From complexity to a clear operation

With the architecture and wireframes already tested, the next step was to shape the final experience: a single screen that brings the whole procedure together, states that make progress visible and reusable components for different operations.

  • Single screen

    Collapsible modules bring the procedure into one place and let users complete each section without losing sight of the whole.

  • Visible progress

    States such as pending, editing, complete and error show what is missing and where to act to continue or fix it.

  • Reusable system

    A set of base components solves different operations with consistent patterns and documentation shared between design and development.

Alta de cuentasCargá una o varias cuentas para una empresa y envialas para su aprobación.
InicioAltasGestionConsultar
ClientesEmpresasCuentasConveniosUsuariosAtributosLímites por empresaOcultar opciones
LINKRed Link S.A.Versión
12.3.1.2Roberto LópezOperador
¿Cuál es la empresa?Fábrica de alfajores S.R.LCUIT 30-00000162 Producto I Pendiente de aprobación
¿Cuál es el CBU de la cuenta?Ingresá el CBU de la cuenta que vas a cargarCBUContinuar
¿Cuál es el tipo y N° de la cuenta?Seleccioná un tipo de cuenta y completa el número.

Hover over each part of the screen to see what it solves.Tap each component to see more

The results

End-to-end digitalization and a direct impact on the customer experience

The new backoffice eliminated paper and replaced the legacy tool with a centralized digital platform, with traceability and predictability. Its component system was extended to other backoffice tools across the company, broadening the impact of the project.

  • +20

    Operations that used to be handled on paper moved to digital flows inside the new backoffice.

  • +10

    Backoffice tools adopted the component system and were released to production.

  • -53%

    Fewer complaints about late approvals or rejections when opening accounts. Data from the first bank, after 3 months.

“The complexity of business banking isn't solved by adding more steps, but by designing predictable modular systems. Making a dense legal operation both easy to use for the operator and easy to build for engineering was the key to adoption and, even if it doesn't seem so, it has a positive impact on the customer experience.”

Bonus track

Beyond the backoffice

In parallel with the backoffice, the business home banking was redesigned with the same methodology. The work renewed its architecture, added a scalable menu and redesigned the main operations into a white-label solution that adapts to each bank. The transformation thus covered both internal management and the digital experience of client companies. Banco Provincia, Banco Ciudad, Bancor and Banco de Chubut currently use this redesign.

  • Modular architecture

    A scalable structure based on reusable modules that makes it easy to add new operations and features without losing consistency.

  • Personalization

    Each user chooses the shortcuts and information on their home and operates several companies with a single username and password.

  • Adaptability

    Designed for several banks and products, and for users who operate with several companies, keeping the experience consistent and scalable.

LINKRed Link S.A.
Accesos directos
Información de cuentasSeleccioná una cuenta para actualizar la información de saldo y últimos movimientos
Consultas
Última conexiónMiércoles 19 de mayo, 18:05 Hs.Versión1.0.11.2
LINKRed Link S.A.Roberto LópezFábrica de alfajores S.R.L - CUIT 20-30404999-7Operar con otra empresa
Roberto López
Fábrica de alfajores S.R.L - CUIT 20-30404999-7Operar con otra empresa
¿Qué necesitás hacer?ConsultasTransaccionesPagos
¿Qué operación vas a realizar?Consultas, transacciones, pagos
TransferenciasTransferí fácil y rápidoChequesGestioná tus chequesPago de serviciosPagá impuestos y serviciosServicios AFIPRealizá tus consultas AFIPDEBINCobros y pagos inmediatos
Seleccionar cuentaCA $ 0010064712945 - Cuenta débito para pagosConsultar CBU y Alias
ConsultasSaldo en cuentaActual $159.290.175,03Apertura $129.093.127,47Acuerdo $2.000.000,00Ver más
ConsultasÚltimos movimientos7/05/2021Transferencia realizada-$93.127,477/05/2021Acreditación de cheque$185.000,007/05/2021Depósito$10.500,00Ver más
TransaccionesTransferencias realizadasInmediataPago de impuesto24/10/2021$185.000,00ProgramadaExpensas Mamá12/09/2021$7.245,16InmediataSeguro del auto05/09/2021$10.534,00Ver más
ExtractosConsultá los extractosFirmantesConsultá los firmantesLeasingConsultá los leasing activosChequesConsultá tus cheques

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