The channels were fine. The seams were the experience.

ROLEUX leader — consumer portfolio

CONTEXTOnline banking · originations · branch platforms · contact center

METHODSCross-channel experience strategy · team leadership · decision influence

DURATIONOngoing

One client journey crossing digital, contact center, and branch — with the two seams marked in orange

One client. Three channels. Two seams — where the experience used to fall through, and where leadership attention goes.

The short version

THE SCOPE

Leading UX across a consumer banking portfolio — online banking, originations, branch platforms, contact center, and branch experiences.

THE LENS

Clients don’t live in one channel. The portfolio view keeps the seams between channels — where context is lost and work restarts — visible in every decision.

WHAT IT CHANGES

Teams ship channel by channel; decisions get made with the whole journey on the table — this is how the seams stop being nobody’s job.

Full case study in development. Structure true, specifics generalized; artifacts reconstructed for portfolio presentation. Original materials used internally.

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