Search Results

Hello! I'm Dipankar. An UX Leader, Principal Product Designer and a Design Thinker. I enjoy creating user-centric, delightful, and human experiences. LATEST CASE STUDIES Product Designs From the past VIEW AppMarket Banks meet Fintech VIEW A Cloud based Core Banking Platform VIEW Mobile App American Airlines VIEW SAP Fiori Call Center Application VIEW Mobile App Food Delivery VIEW Expense Management Telecommunication VIEW EXPERIENCE Over the past decade, I’ve crafted insight-driven, human-centered experiences for a wide range of global brands, including: Alex Whitacre, Product VP(Equifax) Dipankar brings a level of detail and user empathy that I find refreshing and incredibly helpful to any project. It is our job to solve our user’s problems and few people I have met interrogate the user’s true intentions and advocate on their behalf as strongly... Readmore Brian Tuttle, Sr Product Designer(Virtusa) Dipankar is an impeccable leader and manager with deep industry knowledge across Banking/Finance, Healthcare, and Insurance to name a few. He’s a great leader and mentor who is always available for thought leadership, reviews, knowledge sharing... Readmore Leigh Haislip, Product Design Leader(Papa Jone's) Dipankar is a rare find in the UX/UI world, equally proficient in both disciplines, displaying a level of skill typically seen in lead-principle level professionals. What truly sets him apart is his remarkable ability to onboard... Readmore Let's Connect Feel free to reach out for collaborations or just a friendly hello 😀 SEND Success! Message received.

Home > Banking Teller Platform > Design challanges Information Architecture I began by crafting the information architecture for this teller system, strategically organizing content to ensure clarity and comprehension. This meticulous structure enables users to effortlessly locate all necessary information, streamlining their navigation experience with minimal effort. User interviews uncovered that this created confusion and challenges, making it difficult to complete daily tasks efficiently and effectively. One of the more challenging aspects of TellerMagic was the need to provide customized data for each employee. This complexity stemmed from varying daily routines, task requirements, and, most critically, the dynamic internal security permissions that differed across departments and job roles. To address this, we developed a unified overarching architecture for the solution, complemented by two focused sub-architectures tailored to specific user personas. This approach allowed us to identify and address the unique information needs of each user type, ensuring the core banking back-office product remained both intuitive and cohesive while accommodating these nuanced requirements. User stories and workflows Once we finalized the feature prioritization, our dynamic collaboration between the product and business analysis teams kicked into high gear. While our talented product and BA team delved into crafting user stories on Jira, I simultaneously delved into the intricate realm of user flows. This dual effort allowed us to uncover potential opportunities for process enhancement. This wasn't just a solo expedition; it was a team endeavor. We actively engaged junior designers in the process, fostering an environment of collective creativity. By involving team members at all levels, we ensured a diverse influx of fresh ideas, enriching our exploration and refining our approach to deliver a well-rounded and innovative solution. Detailed design and Interactions We began by creating low-fidelity wireframes for the dashboard, refining them through multiple iterations to finalize the concept. Drawing insights from our research, we focused on prioritizing the key tasks a teller performs while managing long queues of customers at the counter. There was significant pressure from the product team to add more cards to the dashboard, but our research showed that many of these features were rarely used by tellers. To avoid overwhelming them with unnecessary information, I proposed a simplified default view with a customizable option. This idea was well-received by the team and became the foundation of our solution. As a team, we opted for a card-based design, considering the potential use of tablets by tellers. This approach allowed the dashboard to remain flexible, adapting to the user’s role and permissions while providing a clean and user-friendly experience. Based on the insights we gathered from our research, we approached every problem as an opportunity to create impactful solutions. I conducted brainstorming sessions, engaged in white boarding, and worked through multiple iterations to ensure we addressed each challenge thoughtfully. Through this collaborative process, we crafted solutions that were user-focused and aligned with the product goals. Once we had a solid design concept, we created a clickable prototype to test our ideas in real-world scenarios. We conducted A/B testing with actual users to evaluate different design variations and understand what worked best. The feedback we received was invaluable—it helped us identify areas for improvement and refine the design further. By incorporating this feedback, we were able to deliver a polished, user-centered, and reliable solution that met both user needs and business expectations. Challange Handling a high volume of transactions during peak hours is highly stressful and time-consuming for Sarah, often resulting in potential errors and delays. How can we provide Sarah with an easy-to-use tool that allows her to manage transactions quickly, efficiently, and error-free? 1. Easy accessible navigation During user research, we identified the most frequently visited interactions by bank tellers to better understand their daily workflow and needs. As a result, we prioritized the top three to four actions that tellers use most often—specifically customer search , drawer management , transactions , and notifications . These critical functions were made immediately accessible on the main interface to streamline their workflow and reduce the time spent navigating through the application. To further enhance usability and efficiency, we relocated all other secondary interactions to the hamburger menu. These secondary interactions include account services (such as opening and closing accounts , updating account information) , loans and credit management (processing loan applications , disbursements , and repayments) , report generation (transaction reports, end-of-day summaries, audit trails) , and settings (user profile management , customizable keyboard shortcuts , language preferences ). By organizing the interface in this way, we have maximized the available work area for bank tellers, ensuring that the most essential tools are always at their fingertips. This design minimizes unnecessary navigation and allows tellers to focus on providing prompt and accurate service to customers, ultimately improving their overall efficiency and productivity. 2. Preference & hot keys During research we found hot keys are very crucial for a teller to perform tasks much faster than using a mouse . Keyboard shortcuts enable tellers to perform tasks much faster than using a mouse. This is crucial in a high-volume, fast-paced environment where speed and efficiency can significantly impact customer service and transaction processing times. Constantly switching between the keyboard and mouse can lead to repetitive strain injuries over time. Keyboard shortcuts reduce the need for this constant switching, allowing tellers to work more comfortably and sustainably which reduces physical strain. In addition, tellers who frequently use specific functions develop muscle memory for those actions. Keyboard shortcuts allow them to perform these functions consistently without having to search through menus, enhancing their overall workflow which reduce the chances of making errors that can occur when navigating through complex menus. This accuracy is critical in banking, where even small mistakes can have significant repercussions. 3. Easy search Designed an easy type-ahead search feature for customers and organizations, which displays results on the same page for streamlined navigation. This functionality enables tellers to check in customers quickly, a particularly valuable tool for smaller banks and credit unions without self-service check-in kiosks . Additionally, tellers can seamlessly access a customer's profile by clicking on the customer’s name from the search results. This helped them quickly validate the customer and check if there is any restrictions previously aded for that particular customer. This definitely facilitate a smooth transition to detailed customer interactions and service. Challange Ensuring Sarah's consistent accuracy in handling cash is paramount, as any errors can have serious consequences for both the bank and its customers. 1. Transact - Cash in After numerous iterations and multiple versions, we have developed a drawer approach for the most frequently used action: ‘Transact’. This feature caters to tellers who perform essential tasks such as cash in, cash back, transfers, cash withdrawals, and cash deposits. With the transact drawer, users can carry out these critical operations without navigating away from their main page. The drawer is designed to be expandable and can be pinned for easy access, ensuring a seamless and efficient workflow. 2. Cash balancing Sarah reconcile her cash drawers at the end of their shifts or workday. Cash balancing ensures that the amount of cash recorded in the system matches the actual cash physically held by the teller(Sarah) or in the bank's vault. This functionality will help Sarah detecting discrepancies due to errors or fraud and ensures proper reconciliation of cash transactions. Challange Michael, an IT administrator, needs a highly efficient system to manage a range of critical tasks. His role involves creating and managing user roles, configuring permissions, setting transaction limits and overrides, and adding new users. Additionally, he must handle the creation of branches and cash drawers, as well as oversee institutional settings. To ensure accuracy and efficiency, Michael requires a solution that simplifies these processes, minimizes manual effort, and reduces the potential for errors. 1. Create role As part of the TellerMagic platform, I designed a streamlined role management system tailored to the needs of IT administrators like Michael, who oversee critical access control functions in a banking environment. This feature empowers administrators to easily create and manage user roles and permissions, ensuring both operational efficiency and security. Key highlights of the design include: Simple Role Creation: Michael can effortlessly define and name roles such as "Teller," "Branch Manager," or "Auditor" using an intuitive, guided flow. Permission Assignment Made Easy: A clear, categorized permission interface allows Michael to assign and customize access levels for each role, ensuring users have the precise tools they need without overburdening the system. Efficiency and Control: The design prioritizes clarity and usability, enabling administrators to manage roles and permissions with minimal effort while reducing the risk of errors. We worked in an agile environment, where each sprint focused on delivering prioritized new features. This iterative process allowed us to be flexible and responsive to evolving user needs and business goals. Before final handoff to development, we conducted a moderated usability study using the UserTesting platform, which leveraged AI-driven insights to identify areas where users struggled. These findings were instrumental in identifying pain points early, serving as a lifesaver for designers by saving both time and effort. After each usability study, I presented detailed research readouts to the executive leadership team to justify our design decisions and ensure alignment with the product vision. The feedback loop we created was crucial—incorporating learnings back into the designs before handing them off to development ensured that the final product met both user expectations and business requirements. Once the development phase was complete, we conducted extensive UX audits to validate the implementation and ensure the product adhered to our high-quality standards. These audits focused on maintaining design fidelity, usability, and pixel-perfect execution—an essential step in delivering a product that met our commitments. Back to Top

In today’s fast-paced world, where software distribution is continuous and user experience is essential, innovation requires constant iteration and quick delivery. My design process is flexible and tailored to each project, focusing on understanding users, validating assumptions, creating solutions, and refining them until we achieve the desired outcomes. Step 1: Understand and Validate the Problem Before jumping into solutions, it's essential to deeply understand the problem we're solving. I start by gathering insights through stakeholder interviews, market research, customer usage data, and any existing analytics. This step also involves listing known assumptions and prioritizing them by risk, which provides a foundation for future research and discovery. Step 2: Generative User Research To validate our assumptions and gain a deeper understanding of the problems users face, I conduct generative research. This research is an essential part of the process and is carried out with close involvement from the entire team. I encourage team participation to maximize insights and efficiency, using methods such as: Data Mining and Analysis Diary/Camera Studies Email Surveys Focus Groups Open Card Sorting Stakeholder Interviews User Interviews Step 3: Create a Shared Understanding of Users & Pain Points After collecting data, we debrief as a team to align on design requirements that meet business goals. This stage is about synthesizing the research into a clear understanding of our users, their pain points, and validating our initial assumptions. Tools I use here include: Personas Journey Maps Empathy Maps Scenarios Step 4: Design the Functional & Data Framework Before diving into wireframes, I focus on defining the functional and data frameworks needed to support the design. Solving high-level problems early on saves significant time down the road. Key elements in this phase include: Flow diagrams Mind map Venn diagrams Step 5: Design the Interaction Framework Once the functional framework is defined, the next step is creating the interaction framework. I often start with high-level concepts on a whiteboard or tablet and involve the entire team in the process. This collaboration ensures that developers have the right foundation to begin building data schemas and app frameworks. In parallel, product management can start defining epics and creating high-level roadmaps. I focus on defining the Key Path Scenarios first, ensuring the core interactions are clear before addressing edge cases. Step 6: Concept Refinement In this phase, I transition into interaction design, starting with low-fidelity wireframes and progressively adding more detail as I gather feedback from users and team members. The goal here is to explore a variety of ideas and validate them quickly. This iterative process is key to delivering effective solutions. Tools used include: Wireframes Validation Scenarios Mockups Rapid Prototypes In-depth Prototypes Step 8: Evaluative Research Evaluative research runs in tandem with concept refinement. It’s a constant cycle of testing and validating design ideas. Some of the methods I employ are: 5-second test A/B or Multivariate Testing Closed Card Sorting Usability Testing Step 8: Working with Developers on Implementation Having spent time as a front-end developer early in my career, I deeply understand the technical side of the design process. I collaborate closely with developers to ensure designs are implemented correctly, suggesting libraries, troubleshooting issues, and refining details as needed. In situations where developers are remote, I provide clickable prototypes to help them visualize and understand the experience. Let's Connect Feel free to reach out for collaborations or just a friendly hello 😀 SEND Success! Message received.

Acerca de Hello, I'm Dipankar! I'm a Principal UX Architect and people manager based out of, Greater Philadelphia area. I have over 15 years of experience in consulting, product and agency across the U.S. and India. I specialize in designing high-quality , user-centered experiences for global clients in industries like Banking , Mortgage , Insurance , Healthcare , Retail , Travel & Hospitality , and more. In my current role, I seamlessly balance lead responsibilities with hands-on execution: UX Architect & Strategic Lead: Lead end-to-end product design strategies, from vision definition to implementation, ensuring alignment with both business objectives and user needs. Define long-term design roadmaps, driving innovative product experiences and scaling them across multiple platforms and teams. Conduct stakeholder workshops, collaborating with cross-functional teams to align on goals and integrate feedback into comprehensive design solutions. Estimate project timelines and resources, ensuring projects are delivered on time and within scope while effectively managing team capacity and ensuring a balance of resources. Oversee resource loading, aligning design team capabilities with project requirements to optimize productivity and meet business needs. Contribute to new business proposals, working closely with leadership teams to define design deliverables, schedules, and cost estimates for potential clients. Ensure consistent delivery of high-quality design solutions, while balancing both strategic vision and hands-on execution. People Manager & Design Lead: Lead and mentor junior designers, nurturing their growth and empowering them to deliver impactful, world-class designs. Cultivate a culture of collaboration, innovation, and continuous learning within the design team, while actively engaging in the hiring and growth of top talent. Provide constructive feedback, promote cross-disciplinary collaboration, and guide team members to grow professionally. Hands-on UX/UI Expert: With deep expertise in UX/UI design, I translate complex business requirements into simple, user-centered solutions. I collaborate closely with product managers, engineers, and stakeholders to deliver seamless experiences across native and responsive platforms, focusing on both B2B and B2C applications. Focus on design systems, user flows, wireframes, prototypes, and interaction design, ensuring consistency and efficiency across products. Mentorship & Industry Impact: As a mentor on ADPList , I help the next generation of designers navigate their careers, tackle complex challenges, and grow their design skills in the ever-evolving UX landscape. Shape product visions, drive large-scale design initiatives, and build lasting relationships with business teams to secure new clients and maintain a competitive edge. Whether it’s envisioning product roadmaps, prioritizing design work, or bridging gaps between teams, I thrive in delivering user-centered solutions that drive measurable business impact. My journey from hands-on execution to leading design activities has equipped me with a unique ability to inspire and influence the teams I work with. PHOTOGRAPHY I’m also incredibly inspired by hiking and traveling. It helps me recover from when I feel creatively stunted. Let's Connect Feel free to reach out for collaborations or just a friendly hello 😀 SEND Success! Message received.

I enjoy exchanging ideas, sharing insights, and learning from others' experiences. Below are a few of my posts where I reflect on past observations and discoveries. How Generative AI Transforms Our Design Process Unlocking Efficiency Published in Medium Read Agency vs. Product Company vs. Consulting Firm? Navigating design careers Published in Medium Read Making UX design accessible Guide to inclusive digital experiences (chapter-1) Published in Bootcamp Read Making UX design accessible Guide to inclusive digital experiences (chapter-2) Published in Medium Read Next-gen UX: the impact of generative AI on UX & design How Generative AI is Revolutionizing Personalization, Adaptability, and Context-Aware Design Published in Bootcamp Read Let's Connect Feel free to reach out for collaborations or just a friendly hello 😀 SEND Success! Message received.

Leading Food Delivery Services Problem we are trying to solve UberEats is a go-to platform for ordering meal delivery. Last quarter, the team launched a new feature – the ability for users to create Group Orders. Adoption has been slower than anticipated, and the team has noticed that 30% of group orders never complete the checkout process . I was involved in this project to help identify and remove barriers to adoption and spend. The primary business goal is to drive repeat orders – in theory, groups who order and have a good experience will order again and again The secondary business goal is to increase the average total dollar amount per order The tertiary business goal is to increase the number of users on the Uber platform My role I worked in the project as a sole designer responsible for reimagining the Group Ordering experience within UberEats mobile app. My responsibilities included user research, aligning stakeholders on product goals, information architecture, designing user flows, visual design, interaction design, prototyping, user testing, quality assurance, and creating design guidelines. Methods & tools Competitive analysis, User flow, screen flow, Low fidelity prototype, Detailed design, User testing, Adobe XD Where I started I spent first two days to understand the problem I am trying to solve, and to narrow it down to an angle that's small enough to tackle with in 4 weeks. Then I started with the high-level market scan with similar products which is having group ordering system to understand the task flows/journeys etc. I analyzed four food delivery platforms including Grubhub, Doordash, Instacart & Postmates and summarized my findings. I further deep dived in the checkout behavior analysis report to understand how users moved through the checkout process. I also did a heuristics analysis of the existing checkout flow to better understand the reason for possible dropout. As per market research the below checkout abandonment statistics I found. The average cart abandonment rate across all industries is 69.57% Checkout optimization can increase conversations by 35.62% Being forced to create an account is the number two reason people abandon 57 percent of shoppers will abandon if they have to wait three seconds for a page to load A fully optimized checkout flow can have as few as 12 form elements and 7 form fields 55% percent of shoppers will abondon if they have to re-enter their credit card or shipping information 46% of shoppers abandon because a discount code doesn't work 39% percent of mobile users abandoned because of difficulty entering their personal information Mapping ideas with business goal After having multiple round of ideation sessions with stakeholders we finalized our list of features to achieve the business goal. Current group ordering system While analyzing current flow for the group owner and guest, I found numbers of issues which can be possible reasons for drop off. After sending invitation to the guest there is no way to send them reminder to add food within the time limit . Group order function is hidden and only available from restaurant details page , which is possibly reason for low adoption. OLD : START TO FINISH Previously, group owners has to login to the app and select a restaurant. 'Group order' option was available only from restaurant details page. So user has to select restaurant first and then create a group order which was a subdued feature . Once the group created there is no communication between group members and no confirmation whether everyone is done adding their order or not . Also, when a deadline time added, group users don't get any reminder notification before it expires. NEW : GROUP ORDER FIRST With the 'Group order first' concept I stated white boarding along with product team to find out best possible solutions which will identify the business goal as well as easier for users to find out Group order option. Added 'Group Order' CTA in the dashboard page for easy adoption while keeping the option as is from restaurant details page. RESTAURANT DETAILS PAGE In the old restaurant detail page 'Start/View group order' was buried under other information . There was no visual queue for users to add or remove food in the cart . ADDING FOOD FROM 2ND RESTAURANT Varieties of food from multiple restaurants in parties are always good . I started discussing this idea with the product team and analyzed the feasibility of it. Finally after a lot of discussion we decided to go for adding food from one additional nearest restaurant from the primary restaurant. This would increase chances of higher adoption . OLD GROUP ORDER PAGE NEW GROUP ORDER & CHECKOUT PAGE ANATOMY I designed frictionless, easy, fast, one step checkout process while treating customers like a baby. Moved promotional offers at the top for better visibility , Freedom to increase and decrease quantity , status update from the group members, send reminder . Other work A Cloud-Based Teller Platform Transforming Core Banking View case study Reimagining the Future State App Experience For a leading american airline View case study Expense Management System for a leading telecommunications conglomerate View case study Call center support application For a southern utility company View case study Back to Top

Call center support application For a southern utility company The brief An utility organization has widespread customers across states and regions. Their field services are managed by partners, vendors and employed field service professionals. This application will help the organization to seamlessly monitor and track the field work effectiveness conducted for its consumers, and analyze the productivity , efficiency of field members with respect customer satisfaction. The problem With a significant increase in call volume/complaints and concerns raised by customers lead to decreased satisfaction and increased cost for an organization, the Power Texas leadership team recognized they needed to modernize their workflow and technology in order to support callers and meet new performance objectives. My role I worked in this project as a lead UX/UI designer where I was responsible to participate in the discovery/ideation session, user research, prototyping and user testing. I also closely work with engineers, maintaining design system and responsible to make sure final product is pixel perfect. Methods & tools Competitive analysis, Contextual enquiry, User flow, app map, Mid-High fidelity prototype design, Design system, User testing, Adobe XD Process and Methods I worked closely with the Project Manager in planning and executing a design process that aligned effectively with the clients needs as well as the development team’s approach (primarily waterfall). As this was a newly imagined solution, both the client and the development team benefited from the iterative design/test phase with low-fidelity prototypes. Understanding the ecosystem The existing CSR application was build on some old technology and the team decided to move it to SAP S/4 HANA supported by SAP Fiori as front end technology. I had to deep dive in to the system to understand Fiori design guidelines, SAPUI5 Controls, understand stencils , go through multiple videos and tutorials to understand how it works. Building the personas To approach this redesign, I needed to first represent the operational team structure of our targeted customer: a medium-sized call center comprised of close to 120 agents. Three different personas (represented in red) can usually be found in a mid size call center. A typical call center will have several departments: customer service, sales department, billing department, etc… Team structure for our targeted user Diving into the team structure, I represented in detail the several personas likely to collaborate within the call center. Out of the 3 personas identified during our research, 2 emerged: Caroline (supervisor) and Kelly (call center agent) . Those were our primary users, the one more likely to be found at our targeted customer. Contextual Inquiries, User and Stakeholder Interviews I planned and conducted interviews with Resource Center staff and management at the start of the project. These stakeholder interviews yielded valuable information about the current pain points and struggle the team was experiencing. I conducted contextual inquiries with the customer service representatives (CSRs). This provided a “boots on the ground” perspective of call volume, application usage, and individual workarounds. Insights Each Call Center staff member recorded call information on individual notebooks (shown), with no data being collected on the nature of the call. Most workflows involved a “start-and-stop” process; where initial caller information was collected and recorded and would be “picked up” later when there was time to locate requested information. While looking at the existing application, It was evident that it was limited in terms of functionalities: there was no possibility for a supervisor like Caroline to have an overview of each agent’s statuses within the call center. This greatly reduced her ability to manage the call center. Use Cases and Workflows I documented the app’s use cases and workflows. This provided value to the project at multiple levels like acted as a guide for designing the UIs , gave a clear path and clarity to the engineering team , this also helped us during user testing to focus on the most critical tasks that needed to be tested. User stories Sketches, Wireframes and Prototypes I typically prefer sketching interface and interaction designs as it allows for greater exploration and generation of more ideas without being concerned with smaller details such as colors, fonts, and precise alignment. I have also found that sketching also improves communication when early designs are being shared with the team. It has everyone focus on the important issues at this early stage, such as the overall structure and flow of the interaction, while not being distracted by the details of the look. Following review of sketches, I move to using Axure to construct wireframes with interactions and prepared for user testing. Wireframes Detailed design and Interactions With input from the testing sessions I moved to create high-fidelity mockups using Adobe XD while adhering Fiori design guidelines and stencil component library . This effort included creating visual mockups while being faithful with the company branding guidelines and accessibility standards . Challange How might we give a tool to Kelly to monitor all the field agents work progress to help her overall call center performance and get high customer satisfaction ? 1. CSR dashboard view Kelly would now be able to monitor all the tickets assigned to her and check the live status of what is going on the field. She will also be able to see how far is the service truck from the outage location. 2. CSR Note taking tool How Kelly will be able to take notes quickly which call is going on ? 3. CSR creating ticket How Kelly will be able to create a ticket quickly and system will assign a field engineer based on geolocation and availability 4. CSR checking ticket details How Kelly will be able to check outage prediction alerts and based on that take necessary actions to get resources 5. CSR checking outage prediction How Kelly will be able to check outage prediction alerts and based on that take necessary actions to get resources Other work A Cloud-Based Teller Platform Transforming Core Banking View case study Reimagining the Future State App Experience For a leading american airline View case study Expense Management System for a leading telecommunications conglomerate View case study Leading Food Delivery Services Reimagining the group ordering experience View case study Back to Top