FinTech
Commercial bank journey mapping
- Client ·
- Wells Fargo Commercial Banking · via Mindlance
- Role ·
- Sr. Service Designer
Context & challenge
Back-office servicing costs were ballooning through compounding contract errors from acquisition through disposition — and no one had a shared map of where the loss was actually happening.
Approach & key decisions
Led cross-functional discovery with strategic stakeholders. Combined IDIs, surveys, and AI-assisted analysis to deliver service blueprints and time-task models naming each cost driver by phase and actor.
Outcome
Aligned Business Execution, Product, and the C-suite on a single solution to track contract errors. Retired thousands of hours of annual manual rework — automation was already there, blocked at intake.
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