Zelle - M&T Bank

Money Movement was a key initiative during M&T’s overhaul of online business banking, and redesigning their Zelle P2P was a critical part. The new Zelle P2P experience would pave the way for the upcoming Zelle Z4B (Zelle for Business) experience.

Due to privacy reasons and this product not yet being launched, I’m not able to share any documentation or visuals directly related to this effort.

Intro

  • Created a fully responsive, cross-platform/viewport experience to span from desktop to mobile app.

  • Thanks to my team’s exploration and innovation, we were able to include two new features that don’t currently exist within the platform experience provided by EWS/Zelle.

  • EWS/Zelle not only approved the overall experience, but wanted to adopt the two new experiences my team brought forward for the review and approval.

  • Thanks to the new trust and rapport with the EWS/Zelle team, we had more flexibility to brainstorm solutions that would pave the way for the Z4B work that was just beginning.

  • Product owner was an incredible partner. Thanks to the trust our team built with him, we were able to navigate the challenges we faced more easily than expected, hurdles were removed expeditiously, and we were given freedom to explore new ideas to help him bring his vision of a Best-In-Class experience to M&T customers.

Key impacts & results

The existing Zelle experience was very outdated and non-responsive. M&T originally wanted to update the look and feel and aimed for feature parity.

Problem statement

  1. Design Thinking Process driven

  2. Agile

Process

  • Me - UX Lead & Lead Designer

  • Associate UX Designer

  • Content Strategist

  • Researcher

Team

  • Design system was undergoing a complete overhaul - had to navigate an incredible amount of ambiguity with which current patterns to use vs. new ones coming on top of having to create our own in some scenarios.

  • Constant challenges with hardware/software, making it incredibly difficult to communicate and execute on work at times throughout the effort.

  • Product owner was tasked with also being the product manager and BA.

Key challenges