Client Overview
A global financial services company providing money transfer and payment services needed UX consulting support for consumer and banking product development.
Industry
Financial Services
Geographic Scope
Work performed in Dallas, Texas, with global reach.
Company Size
$1.45 billion
Engagement Summary
Product UX support for digital financial services innovation
The company was expanding its digital product roadmap in a competitive financial services market. As customer expectations shifted toward faster, more convenient digital money movement, the organization needed UX expertise to support product development across consumer and banking experiences.
BCforward provided UX consulting support to help product teams define KPIs, conduct research, facilitate design thinking, document flows, develop prototypes, test usability, and support agile delivery.
Business Challenge
The company was working to accelerate digital product innovation while shifting away from a traditional IT-led development model toward a more autonomous product development approach.
Digital adoption was increasingly important to growth, and the organization needed stronger alignment between product strategy, user experience, business priorities, architecture, and agile delivery.
The company needed UX expertise that could support early-stage product ideas, validate concepts quickly, and improve usability before release.
Strategic Requirements
The engagement needed to support several priorities:
- Strengthen UX support for consumer and banking products
- Define product KPIs tied to digital product goals
- Conduct user research and market research
- Facilitate design thinking and product workshops
- Support ideation, empathy mapping, card sorting, and feature exploration
- Document product flows and user journeys
- Develop and test rapid prototypes
- Support low-fidelity and high-fidelity design concepts
- Conduct usability testing
- Work within agile sprint schedules
- Align UX, architecture, and business integration
- Support global digital product expansion
BCforward’s Approach
BCforward provided UX consulting expertise as part of the company’s dedicated product development function.
The work often began during early idea generation and feasibility analysis, when new product concepts, digital enablement opportunities, and feature enhancements were being evaluated. During this phase, BCforward supported KPI definition, user research, market research, and product discovery.
BCforward also facilitated design thinking activities, including ideation workshops, empathy mapping, card sorting, and collaborative product sessions. These activities helped align business, architecture, product, and UX stakeholders around user needs and market opportunities.
Once concepts were prioritized, BCforwardsupported flow documentation, rapid prototyping, usability testing, sprint planning, and release preparation.
Implementation Timeline
BCforward supported the UX work through an iterative, roadmap-driven timeline.
The timeline included:
- Phase 0 idea generation and feasibility analysis
- Product KPI definition
- User research and market research
- Design thinking facilitation
- Ideation and product development workshops
- Card sorting and empathy mapping
- User flow documentation
- Low-fidelity prototype development
- High-fidelity prototype development
- Rapid prototype testing
- Product backlog development
- Sprint planning and agile UX support
- Three Amigos collaboration across architecture, business integration, and UX
- Usability testing and experience refinement
- Release preparation for digital product initiatives
Solution Delivered
BCforward delivered product UX consulting support that helped the company improve how digital financial products were researched, designed, tested, and prepared for release.
The solution included:
- UX consulting for consumer and banking digital products
- Product KPI definition
- User and market research
- Design thinking facilitation
- Product ideation and development workshops
- User flow documentation
- Low- and high-fidelity prototyping
- Rapid prototype testing
- Usability testing
- Agile sprint support
- Product backlog support
- UX support for online, mobile, kiosk, bank transfer, and wallet experiences
Business Outcomes
The company continued advancing its digital roadmap and expanding global product offerings with stronger UX support embedded into product development.
Key outcomes included:
- Stronger UX support for the digital product roadmap
- Improved alignment between product, business, architecture, and UX teams
- Faster validation of digital product ideas
- User-centered design embedded into agile product development
- Support for global product expansion across mobile, online, wallet, and money transfer experiences
- Digital business growth supported by improved product development discipline
