Introduction
At Wells Fargo, I was a trusted partner for more than a decade, working across 20+ projects spanning mortgage services, wealth management, and internal operations. I helped transform fragmented systems into cohesive experiences that improved both employee productivity and customer service. Through long-term collaboration with multiple business units, I gained deep insight into the financial services ecosystem and delivered solutions that drove measurable business impact.
Challenges
- Disconnected tools across wealth management, mortgage, and operations
- Team members lacked 360-degree view of high-net-worth clients
- Information overload impeded productivity and customer service
- Complex financial regulations requiring strict compliance
- Siloed teams with limited cross-functional collaboration
Solutions
- Comprehensive CRM providing unified customer view
- iPad applications for wealth advisors with client engagement tools
- Internal portal with social features for information management
- Needs-based, user-focused information architecture
- Cross-functional collaboration framework for design teams
Outcomes
- Dramatic productivity improvements for wealth management
- Streamlined operations for one of the largest mortgage traffic centers
- Enhanced service for 1,000,000+ high-net-worth clients
- Improved team leadership and project execution
- Established design standards adopted across the organization
Conclusion
By focusing on both customer and employee needs, I helped Wells Fargo transform its digital capabilities across multiple business units. This comprehensive partnership spanned technological transitions and organizational changes, demonstrating the value of consistent user-centered design principles applied at enterprise scale.