UX Team Charter

Context

The UX team was created to promote innovation, optimize the member experience and increase member confidence in completing their tasks on their own in our digital experiences.

Mission Statement

Gain insight to needs and goals of the membership, and guide development, accessibility, and design standards of the experience across the digital channels.

Vision Statement

To be a cross functional, collaborative and self-sustaining team, of high performing individuals at the top of their industry and specialties recognized for driving Best Practices and Innovation within the tech industry at large.

Values

  • Honesty and integrity in all that we do and say

  • Communication

  • Consistency

    • Pattern library and design standards

  • Ownership & accountability

  • Seek to understand first, then be understood

  • Creative & critical thinking

  • Design for solutions, not problems

  • Use data to make informed design decisions

  • A collaborative team environment with respect for everyone’s ideas and contributions

    • Open and honest discourse (dialog) around ideas, best practices and coding choices

    • Questioning and defending

    • Constructive, well intentioned feedback. Always assume good intentions.

    • Looking for the best possible outcome for the member, the credit union and the team

    • No one person has all the answers

  • Learning and growth

    • Helping each other stay user focused, and up to date on best UX practices

    • Sharing ideas and practices with other departments

    • No such thing as a bad question

    • Try new things, don’t be afraid to fail

Roles and Responsibilities

UX/UI Designer

  • Work with Business Analysts and stakeholder business units to understand project details and needs in order to influence the user experience and member journey

  • Work closely with Marketing to ensure alignment with the brand while creating member focused UI/UX

  • Help create a consistency of brand and user experience across all digital channels including public facing websites, home banking, and mobile application

  • Create user interfaces in wireframe for inclusion in requirements stage of all projects

  • Develop detailed, interactive prototype user interfaces and static mock-ups for developers, QA and documentation purposes

  • Work with the development team during the coding stage to provide guidance around UI specifics, and to help adjust the UI as necessary within any determined constraints

  • Ensure that all designs comply with regulatory policies and are produced in accordance with established Credit Union policies and procedures

  • Establish and help formalize the UI / UX process within the project management process

  • Participate in brainstorming and ideation sessions for complex and meaningful problems

  • Maintain focus on the Credit Union’s objectives and strategic priorities as well as department goals and needs of target audiences

  • Build out Best Practices for UI / UX for custom development projects through the pattern library

UX Researcher

  • Evaluate all features that contribute to our members experience, provide expertise, and collaborate internally

  • Collaborate with UX Designers to make the best and most informed design decisions for our members in their online banking experience as possible

  • Collaborate with Product Managers to use data-based decisions to decide which features need to be updated, then prioritize those updates based on the highest impact and need

  • Conduct usability testing which includes, but is not limited to: basic usability tests, click tests, card sorting, tree tests, and surveys

  • Work with a panel of real credit union members to conduct usability tests as mentioned above

  • Use research methods to produce qualitative and quantitative data, then present to internal teams in a way that everyone can understand

  • Establish user behavior data within our current data analytics platform and manage tags

  • Measure our data framework and develop benefit realization

  • Inspire internal teams to make data-based decisions when making updates to their products to ensure the best member experience

  • Lead the initiative to incorporate more data points in existing developed websites and develop a plan to include the points in new design and development 

  • Collaborate closely with design, development, project management, and business analysis on the organization, design, development, QA, and release of products and balance of resources to ensure success for the entire organization

Key Performance Indicators

  • Decrease time on task for members

  • Decrease call center volume for online issues related to UX

  • Decrease abandonment rate on the new member onboarding application

  • Decrease developer resources by providing the pattern library standards

  • Increase Verint satisfaction score

  • Increase online review ratings

  • Increase standard UX design across digital platforms

What Does Success Look Like?

Key Performance Indicators will monitor our quantitative success as a team. Quantitative goals can conceivably be achieved without staying true to our values as a team.

  • A reusable, documented collection of libraries and plug-ins

    • Increases code maintainability and flexibility

  • Trackable and tracked metrics on usage of our tools and modules

  • Follow our process in each project: UX Team Process

Legacy

In 2018 my work made the strategic decision to bring UX design in-house by hiring a single UX/UI designer. This decision was largely driven by a need to improve the member experience in our digital products.

In 2021 the UX team was able to add another UX/UI designer and a UX researcher. This allowed the team to get more designs created, as well as make better design decisions based on data.

We have grown and embraced change over the years, and as we look forward there is a need to mature the process and team further to reach the next steps in both delivery and innovation.

Adrienne