Finance, Insurance & Fintech
Case Study: Legacy Metrics Software Migration
Bank of America
Client Overview
Bank of America is one of the world's leading financial institutions. It provides comprehensive banking services to individuals, businesses, and institutions globally, focusing on innovation and customer-centric solutions.
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Customer Base
Serves approximately 69 million consumer and small business clients.
Global Reach
Operates in over 35 countries.
Employees
213,000+ professionals globally.
Revenue
Expanded through major acquisitions, including Merrill Lynch and Countrywide Financial.
Profit Before Tax
Manages $4.2 trillion in client balances.
Products & Solutions
Comprehensive banking, investment, wealth management, and lending solutions.
Market Presence
Trusted by millions of individual and institutional clients, managing $4.2 trillion in client balances.
Technology
Invests heavily in AI, machine learning, and fintech innovation, with nearly 1,100 AI patents.
Industry Recognition
Recognised as one of the world's most influential financial institutions, earning multiple awards for digital banking and innovation.
The Challenge
Bank of America encountered a significant challenge during their digital transformation journey. The bank needed to migrate all employees' existing Legacy Metrics Software to a new, more efficient digital solution. The project was complex, requiring a complete overhaul of architecture, design, and technology to meet modern standards and accommodate the growing needs of the bank's operations.
Previous Approach
Before engaging external expertise, the bank relied on in-house development teams. However, the teams faced difficulties in ensuring a consistent UX design across all internal bank applications, which hindered the overall user experience. To address this, Bank of America sought SME support to bridge this gap and ensure smooth integration and design consistency across the new digital platform.
Impact of the Challenge
The Solution
I was engaged as the SME Experience Designer and tasked with auditing existing products to create a more intuitive and scalable user experience.
- Collaborated with a specialised contingency team to migrate the legacy system to a modern, scalable platform that met the bank's evolving needs.
- Conducted UX research and audits to identify pain points and enhance the user journey.
- Delivered end-to-end UX design solutions, integrating UI architecture, personas, and user flows to ensure the system aligned with modern usability standards.
Key Deliverables
User Experience (UX) & UI Components
- Business Requirements & Logic
- Information Architecture
- UCD User-Centred Design
- End-to-End Wireframe Design
- UI Interface Design
- High-Fidelity GUI Designs
- End-to-End UX Journeys
- End-to-End Prototypes & UI Designs
Development Contributions
- UX Research & Innovation
- Product Design Leadership
- UI Architecture & Design
- Team Collaboration & Cross-functional Coordination
- Usability & Accessibility Enhancements
- Interaction Design Implementation
The Results & Impact
- Successfully delivered a modern, intuitive user experience, elevating the platform's functionality.
- Migrated from a legacy system to a state-of-the-art digital solution that supports Bank of America's long-term goals.
- The project was completed on time and exceeded expectations, with clients reporting very high satisfaction.
- Significant improvements in platform scalability, usability, and user engagement, contributing to direct and indirect returns for the bank.