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1. Automate onboarding with digital signing 

MY ROLE

 

I am the Product Owner for the FedNow onboarding platform, where I manage a vendor delivery team of 10 people.  I work with designers, developers, and testers to implement an onboarding platform that would automate the end-to-end onboarding process for thousands of financial institutions to connect to the FedNow instant payment system.  The OKRs include giving users full transparency of their onboarding process and digitization document signing. 

 

My responsibilities include incorporating electronic signing and digitalization of legal documents to streamline the onboarding experience.  I work with the business stakeholder, compliance, security, legal, third-party vendors, engineering teams to design an automated end-to-end process.  I manage the product as it passed through the various stages of vision, vendor oversight & engagement, MVP design, delivery, and launch.

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PRODUCT

The main vision for the electronic signing is made up of three major aspects – identifying the relevant legal documents, digitizing documents, and submitting digital forms for electronic signing through an automated workflow.  By collecting information about the customer needs, the tool can dynamically generate and pre-populate legal documents specific to each customer.  The legal documents are reviewed and triggered internally before they are sent to customers.  The signers need to have their identities verified and matched by the workflow in order to review and sign the documents. 

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KEY TAKEAWAYS

  • When a business process has changed in decades, it is important to build enough time to get all stakeholders comfortable around the new solution and get consensus on the final approach.  It took us 3-4 months to finally get security and legal sign-offs because we failed to grasp what each stakeholder needed to approve the process.   

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  • Our initial digital signing design did not consider how external and internal users would require different experiences and identity authentication methods.  Once we realized the mistake, we went back to the drawing board to come up with more options. 

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  • Stakeholders had concerns that the new authentication method could deter customer usage. By conducting surveys with pilot customers, we collective positive feedback to address stakeholders' concern. 

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  • Perform a risk analysis comparing existing v.s. new business process is helpful in presenting to senior stakeholders. 

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  • User training and adoption are key elements to a successful product launch.  I recorded a 2-hour product demo for training purposes and conducted workshops.  But once users got hands-on experience by performing User Acceptance Testing, especially free-form testing, they finally got the familiarity they needed to understand the new workflow and providing feedback for enhancements.   

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  • Although the new workflow does not require custom UX/UI designs as we utilized out-of-the box solution, it was still important to discuss with the design team to get some perspectives on user experience.

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2. Rebranding through a website

MY ROLE

I was the Communications Director for a bilingual (Chinese & English) school that had been a premier language learning program for over 20 years in NYC.  The program had expanded to offer a dual language immersion day care and preschool.  Once the school moved to a new location in 2017, as part of the strategy to rebrand and expand, I thought it was important to build up the school's digital presence as the school had relied on word-of-mouth in the Chinese communities.  In my product research, I combed through several bilingual school websites.  After consulting with a UX/UI designer, I built a new bilingual website for the school using WordPress with Plugins.  I also developed contents and translated them to Chinese for a multi-lingual experience.  

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PRODUCT

I had a vision to build a new bilingual (Chinese and English) website that would provide information about the various programs offers, show the in-class interactions, and streamline administrative duties, including program registrations.  In particular, this website needed a modernized look to attract more tech savvy families who would rely on google or social media reviews to find a dual language programs.  I had to develop to address SEO and marketing campaigns to bring site traffic.   

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KEY TAKEAWAYS

  • I built the website using Wordpress, leveraging plug-in templates for no-code development.  Despite not wanting to code, it was still challenging trying to figure out all the right configurations, layouts, assets to include.   Sine the website needed a modernized look, I worked with a UX/UI designer (parent volunteer) to create a very simple design system for fonts and color scheme.   

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  • Pictures are worth a thousand words and parent testimonials are the best recommendations.  The videos of the class instructions and photographs of the student work also became important for prospective parents to get insights into how this school differs from other dual language schools. 

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  • I wanted the website to reflect a warm and welcoming environment for the preschool program.  I had to actually take some new photos and create videos as part of the content creation process.

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  • Building a multilingual site was far more difficult than just one language: I had to make sure the content made sense in both languages, and it took a lot of trial & error to setup the multi-lingual plugin for it to function properly. 

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  • It was important to figure out how to get the Google search to recognize the new website.  It took a lot of trial-and-error, as well as google searches to figure out how to increase the digital footprint.  Eventually we incorporated Yoast SEO to enhance searchability.

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