Work Projects
Vancity Business Showcase Analysis - Does the Business Showcase fit with Vancity 2.0?
Vancity's Business Showcase allows members and non-members to display their small businesses throughout various Vancity Branches. The Business Showcase is a wooden shelf where posters, brochures, samples, and other goods can be displayed. The space was formerly managed by the Branch Concierge and Financial Services Coordinator, however, with Vancity's restructuring in summer 2024 these roles no longer exist. Additionally, Vancity's internal policy still refers to these roles for the booking and management these spaces. For this project I analyzed the current state booking process for these spaces across branches, conducted user research via surveys, interviewed staff across various branches, and made recommendations for the future of the Business Showcase. My findings suggested that members find value in the business showcase and find it easy to reserve despite the various methods used to manage the space.
Vancity Online Account Opening - Usability Testing and User Adoption
I worked with Vancity's MECE Readiness and MECE Learning teams to test and launch the Online Account Opening tool. The tool allows prospective members to open an account online by entering their details and taking photos of their ID. I contributed to the team by taking a member-centric view and outlined potential pain points of the proposed designs from the eyes of both Vancity Staff and prospective members. After multiple consultation sessions the tool was launched. Once the tool launched I acted as a guide for the branch network and explained how the tool impacts current state processes for Account Managers and Member Experience Officers, both of who open accounts on a regular basis.
Vancity CRM Subject Matter Expert - Transforming Vancity's Source of Truth
Vancity is currently undergoing an overhaul of their CRM System in an attempt to efficiently track member interactions across various touch points. As a CRM Subject Matter Expert I worked in a group compromised of staff from Product, MECE (Member Experience Community Engagement) Readiness, Branches, and the Call Center. My responsibilities included providing insights into current state processes, pain points, and opportunities for improvement. I also worked to review and validate future state user experience developments. We validated these developments by testing prototypes and flagging risks of potential designs. This project is ongoing.
