Digital roadmap

Role: Product designer

The aim for this project was to introduce the best-in-class, integrated client and employee platforms that provide timely, personalized experiences and relevant financial advice through a suite of omni-channel servicing capabilities that empower and support clients with their journey to realize their ambitions.

Goal was to identify, prioritize and visualize in a 3-year roadmap the building blocks & initiatives that the Digital and enablement team needs to invest in to realize the vision.

How did we get here? Through an internal and external scan where we conducted 9 workshops we were able to ideate on feature and capabilities. We then refined the ideation to identify and prioritize features based on user and business needs for the roadmap. The prioritized and assed features were visualized for final roadmap.

Pain Points

Many clients are being sent to banking centres

Current state assisted cart takes aprox. 18 minutes to complete. 1 in 3 clients are sent to banking centres due to cart experience.

In-app rewards experience is non-existent

Clients currently have to leave in-app experience to explore offers and redeem points. Clients currently have to scroll through a long list of offers on an external website due to lack of personalization and point-relevant offers

Lack of client engagement for onboarding

Clients are not completing their digital onboarding tasks leading to reduced digital loyalty. Overall engagement is trending downwards.

Outputs

  • Onboarding gamification

    It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

  • In-App Rewards Experience

    It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

  • Virtual Disposable Card

    It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

  • Product Discovery Hub

    It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

FLOW 1

Onboarding gamification

Incentive users to set up onboarding tasks by issues existing rewards and loyalty offers, leading to future digital loyalty and more complete product set-up.

FLOW 2

In-App Rewards Experience

A personalized in-app rewards experience that gives users an all-in-one place to navigate offers and earn or redeem points.

FLOW 3

Virtual Disposable Card

Users can organize their spending by creating customizable virtual debit or credit cards that can be used or shared instantly.

FLOW 4

Product Discovery Hub

A place for users to access CIBC’s full suite of products, features, partnerships, discounts, and offers, and apply for them in one click.