UX Work That Moved the Needle — Wells Fargo
A look at a few projects where design decisions drove measurable impact
Maintenance and More
My first project at Wells Fargo wasn’t glamorous — but it became one of my favorite
When I first started at Wells Fargo, I was responsible for handling maintenance requests — small pieces of work capped at ten hours or less, with a cap of four per week. It didn’t take long for lines of business to find ways around those limits, and the system quickly became overloaded. To get ahead of it, I built a simple intake form in SharePoint and worked with our operations team to create a triage process, which let us track and document the true size and scope of incoming requests and assign them accordingly. That visibility also made it possible to anticipate sizing needs before they became bottlenecks.
The initiative grew into a three-tiered system — 10 hours or less, 60 hours or less, and up to $250K in combined effort — and became one of the more successful processes on the team. Beyond streamlining the work itself, it doubled as an onboarding tool for new designers, giving them a hands-on way to learn the bank’s tools and ways of working. It also brought much-needed transparency to our business partners, developers, content publishers, and leadership, allowing everyone to plan resources further in advance.
Information Architecture
Streamlining URL Governance at Wells Fargo
Early in my time at Wells Fargo, I managed information architecture and URL requests across the enterprise — everything from vanity URLs to structure groups and media file paths. At the time, this process relied on a single Excel file stored on a shared CX drive, accessible only to our team. Requests came in via email, often from multiple lines of business simultaneously, with no reliable way to track who had asked first or what had already been approved.
This gap became especially clear during Hurricane Sandy, when several business lines independently requested www.wellsfargo.com/sandy, each unaware that others were making the same request. Without a centralized system, there was no way for requesters to see what URLs existed, what was pending, or what had already been claimed — leading to duplicated effort and wasted time during moments that demanded speed.
To solve this, I designed and built a URL request form in SharePoint, modeled after a similar maintenance request system, that fed into a searchable, visible library. Requesters could now check in real time whether a URL had already been requested or approved, with status automatically updating once a request moved to publication. The result was a meaningful efficiency gain: less duplicated work, greater transparency, and a new sense of ownership for business partners who, for the first time, could see the full picture of the URL request pipeline.
IFS- Asset Detail Table
Reimagining Data Density in the Investment Fiduciary Services Asset Detail Table
When I took over the Investment Fiduciary Services (IFS) project at Wells Fargo — one of the most highly funded initiatives in the bank’s history — I inherited a critical usability gap in the asset detail table. On tablet, relationship managers and clients could only see eight columns of data, despite needing access to seventeen to twenty. The existing rationale was that this was simply a browser limitation and that true responsiveness wasn’t achievable at that breakpoint. I pushed back on that assumption.
Leading both the IFS 1 and IFS 2 teams, I directed competitive research to identify how other platforms handled dense, high-stakes data on constrained screens. We landed on a solution that kept a core set of columns visible at all times, while allowing users to navigate additional columns using paddle controls paired with dot indicators — giving them a clear sense of how many columns remained and how many they’d already passed. Every column retained its totals row, so nothing about the integrity of the data was lost in the process.
The result was a table that gave clients and relationship managers full visibility into their investment portfolios without sacrificing a single data point, even on smaller screens. More importantly, it shifted control of the data experience away from technical constraints and back into the hands of the people who relied on it most — proving that “the browser won’t allow it” was a design assumption worth challenging, not a hard limit.
Brokerage Cash Services
Brokerage Cash Services (BCS) — Rescue & Delivery
After transitioning to WIM (Wealth Investment Management) to lead investment fiduciary and trust services projects on mobile and tablet, I was asked to step in on Brokerage Cash Services (BCS), a project that had stalled for eight months with nothing delivered to stakeholders — and only ten days remained before a critical leadership deadline. As Senior Lead Product Designer, I took point to prevent an escalation that would have reflected poorly on the broader team, meeting first with an understandably frustrated product owner to reset expectations and rebuild trust.
I rallied a small team of top designers and we started from scratch, working in Sketch and InVision as we transitioned toward Figma adoption. Content, visual design, and interaction design came together end-to-end in just five working days — including a weekend the team volunteered to work because they were invested in the outcome. We delivered a fully realized concept to the product owner in three business days, who loved the direction, and had polished prototypes ready well ahead of her leadership deadline.
One of the most rewarding parts of this project was giving our junior visual designer — in his first corporate role — the chance to present the work to leadership himself. I stayed by his side through the demo so he’d feel fully supported, and the response from leadership was enthusiastic applause and genuine excitement. BCS went on to full delivery in under 90 days, and remains one of my favorite examples of what a focused, motivated team can accomplish under pressure
Maintenance Request Mockup*
Confidentiality Notice: Visuals have been recreated using AI to protect confidential information while accurately representing my design work.
Maintenance request intake
Submit design or content maintenance work for triage. Requests are sized into one of three tiers so work can be assigned and resourced accurately.
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14 open · 3 in review| Request | Tier | Line of business | Status | Owner | Due |
|---|---|---|---|---|---|
Refinance page APR disclosure update MR-2214 |
Tier 1 | Consumer Lending | In triage | DK Dana K. |
Aug 14 |
Auto loans mobile flow — accessibility pass MR-2209 |
Tier 2 | Auto | Assigned | RL Ravi L. |
Sep 02 |
Small business card rewards redesign MR-2198 |
Tier 3 | Small Business | Needs review | MT Maria T. |
Oct 10 |
Content refresh — HELOC FAQ module MR-2231 |
Tier 1 | Home Lending | Assigned | JR Jordan R. |
Aug 08 |
Wealth dashboard — new account widget MR-2187 |
Tier 2 | Wealth & Investment | In triage | SN Sam N. |
Sep 20 |