Case Study

Truist Financial

Simplifying Complex Systems — Design Director

2021–Present

• 50%+ reduction in core application screens
• Standardized omni-channel system architecture

Experience Architecture — Animated Walkthrough

Equipped 13,000+ bankers to navigate a fragmented, highly regulated onboarding process spanning digital, phone, and branch channels.

My role

Led experience strategy for a newly established omni-channel onboarding ecosystem, mapping multi-stakeholder relationship diagrams that aligned legacy infrastructure with intuitive front-end workflows.

• Aligned stakeholders around customer needs
• Eliminated operational friction and cognitive load
• Translated complexity into actionable design principles

Outcome

Streamlined the onboarding process, standardizing enterprise application rollouts and bringing digital account-opening tools directly to bankers. This banker-facing experience significantly reduced friction, improving banker and client trust across the network.

• Unified the digital experience architecture across platform and contact channels (phone, in-person, hybrid, off-site)
• Standardized the new account opening process to reduce training time for bankers
• Drove consistent growth in banker-assisted new account openings following the 2025 launch of the Digital Commerce Teammate Portal

Leadership

Grew the XD design team, established shared design processes, and mentored designers to deliver consistently against business objectives.

• Grew the XD team which includes designers of all experience levels
• Scaled the team across product lines
• Mentored designers into leadership roles

Simplicity is a discipline—it takes precision to make something complex feel effortless.