The lane wasn’t the problem. The decisions behind it were.

ROLEExperience analysis lead

CONTEXTConsumer banking · 250+ branch drive-thrus

METHODSField observation · operational analysis · experience analytics

The lane itself — where the wait was blamed, and where the fix wasn’t.

The short version

THE ASK

Wait times at 250+ branch drive-thrus had leadership ready to fund a major key-card technology investment.

WHAT THE LENS FOUND

Experience analysis traced the real drivers — staffing patterns and remodel decisions, not the technology in the lane.

WHAT CHANGED

The wrong spend stopped. Attention moved to the causes the analysis surfaced — this is how we knew the fix wasn’t hardware.

Full case study in development. The decision story above is complete and true; artifacts reconstructed for portfolio presentation, specifics generalized. Original materials used internally.

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