As KeyBank expanded its innovative Embedded Banking solutions, a significant gap emerged in how our commercial clients could efficiently manage their complex financial operations. Many businesses struggled with traditional banking structures that lacked the agility and granular control needed for modern financial workflows, particularly when dealing with multiple sub-accounts or unique payment streams. This created a clear need for a sophisticated, user-friendly Virtual Account Management (VAM) platform. Our objective was to provide businesses with a powerful tool to streamline their financial processes, enhance visibility, and gain unprecedented control over their funds, ultimately empowering them to operate more efficiently and strategically.
My primary task involved leading the UX design for KeyBank's new Virtual Account Management platform, a core component of our Embedded Banking offerings. The goal was to create an intuitive and robust platform that would allow commercial clients to easily manage virtual accounts, subaccount profiles, and complex fund movements. This involved designing critical functionalities such as creating new accounts, adding external accounts, and facilitating seamless fund transfers. A key challenge was ensuring the platform could handle the intricate financial data while maintaining a clean, accessible interface. We also needed to integrate features like toast messaging for real-time updates and provide comprehensive reporting capabilities, including the ability to view and download reports and PDF bill statements, all while adhering to strict security and compliance standards.
My role in the Virtual Account Management platform involved shaping its visual design, interactions, and overall user experience, guided by a user-centered approach and an Agile framework. My process involved close collaboration with product owners, developers, and a Principal designer, as I managed the UX design from initial concept to polished implementation. In our partnership, we white-labeled Qolo's interface, and I led weekly design meetings with them as our stakeholders to gather requirements and review designs for iterative feedback. I also initiated and owned the creation of an end-to-end experience prototype to effectively demonstrate the platform to internal stakeholders. I focused on key features, including the intuitive dashboard design for quick financial oversight, detailed subaccount profile displays, and streamlined flows for creating new accounts, adding external accounts, and transferring funds. I meticulously designed the toast messaging system for clear, timely user feedback and developed the interface for viewing and downloading comprehensive reports, including PDF bill statements. A cornerstone of this work was ensuring the platform seamlessly integrated with the Key Design System, which I had played a key role in establishing, guaranteeing consistency and accessibility across the entire user journey.
The successful launch of the Virtual Account Management platform delivered significant, measurable impact for KeyBank and its commercial clients. Notably, Qolo, as the first vendor to implement the Key Design System for this platform, showcased its robust capabilities and accelerated future integrations. Financially, the platform has already secured $3.8 billion in upcoming deposits and successfully onboarded its first KeyVAM customer with $120 million in managed funds. We anticipate $10 million in revenue within the first year alone. Beyond these impressive financial metrics, the platform achieved an outstanding 4.9/5 SUPR-Q Score for usability, trust, credibility, appearance, and loyalty, underscoring its exceptional user experience and strong market acceptance. These results demonstrate the platform's pivotal role in transforming how our commercial clients manage their finances and solidify KeyBank's position as a leader in innovative Embedded Banking solutions.