Your best financial friend

VP of Design ยท 2016โ€‰โ€“โ€‰2017

BFF Conversation Management Dashboard The app was designed for the iPhone 6
The app was designed for the iPhone 6

A concierge for your financial life

BFF is your own personal financial concierge. Each BFF can offer expertise to help you buy a home, plan a trip, or even help you find a new job. The BFF app onboarding journey begins with educational screens and security-setting preferences.

BFF Home Screen
BFF Onboarding Step
BFF Enter Pin
BFF Onboarding Step BFF Enter Pin BFF Home Screen

Choosing your BFF

The BFF selection is the most important step during the onboarding journey. Customers can choose their BFF based on similar interests or a preferred expertise.

Designing apps within a chat-based context

Open-ended text chat is incredibly powerful when combined with rich "mini-applications" that exist within, and benefit from, a conversational context. Widgets can be inserted into conversations to enhance the relationship and utility of the experience. After introducing the concept for widgets, hundreds iterations and user flows were designed.

BFF Security Verification Widget BFF Retirement Calculator Widget BFF Travel Planner Widget BFF Moving Helper Widget BFF Loan Calculator Widget BFF Career Planner Widget BFF Form Submission Widget

Creating a marketing experience

BFF is not just a new banking app but a cultural shift in the way banking is approached externally and internally. BFF was branded to look and feel different than traditional banking apps. We helped partner institutions by designing webpages and demo videos for marketing purposes.

Vida homepage design

Show the product in action

The marketing homepage begins with a video demonstrating the app in action. Personas and user journeys from earlier design research were used as example content.

Help users feel safe

A financial app like BFF handles sensitive customer information. It was important to communicate the safety and security features that keep users safe.

Multiple calls-to-action

Making it easy for customers to find the call to action increases download conversions.

Strategic, business-oriented design

The path to creating BFF started by identifying customer needs, market opportunities, and defining use cases. Prototypes were wireframed, designed, and tested with users to identify which solutions best solved targeted problems. These prototypes added to our learnings and impacted decisions which led to the chat-based, concierge-powered BFF app.

BFF Prototype Goalie
BFF Prototype Goalie
BFF Prototype Goalie
BFF Prototype Goalie
BFF Prototype Goalie
BFF Prototype Hub
BFF Prototype Hub
BFF Prototype Hub
BFF Prototype Hub
BFF Prototype Hub
BFF Prototype Hawk
BFF Prototype Hawk
BFF Prototype Hawk
BFF Prototype Hawk
BFF Prototype Hawk

Conversation management dashboard

For a concierge to handle hundreds of customers, a conversational management dashboard was designed with efficiency and accuracy in mind. Concierges (also known as agents) can manage customers, insert widget applications, and initiate or receive video calls.

BFF Concierge Dashboard

Designing user journeys

Because BFF is an experience for both customers and concierges, the product requires extensive amounts of design that cover a wide range of needs. Thousands of screens, based on user needs and customer journeys, were designed over the course of a year before launching the BFF consumer app and concierge dashboard with multiple partner banks.

BFF Splash

Onboarding Splash

BFF Onboarding Education

Onboarding Education 1

BFF Onboarding Education

Onboarding Education 2

BFF Onboarding Education

Onboarding Education 3

BFF Onboarding Success

Onboarding Success

BFF Terms & Conditions

Terms & Conditions

BFF PIN Creation

PIN Creation

BFF Enter PIN

Enter PIN

BFF Touch ID

Touch ID

BFF Choose Concierge

Choose BFF

BFF Splash

Chat

BFF Offline

BFF Offline

BFF Authentication Widget

Launch Widget

BFF Authentication Widget

Authentication Widget 1

BFF Authentication Widget

Authentication Widget 2

BFF Authentication Widget

Authentication Widget 3

BFF Incoming Call

Incoming Call

BFF Active Call

Active Call

BFF Video Call

Video Call

BFF Rate Concierge

Rate Your BFF

BFF New Concierge

Choose New BFF

Team Recognition

The small but nimble design team worked closely with business, product, and engineering teams. Each team member contributed in their own way to help make BFF a reality.