Because of some antiquated banking laws in Massachusetts, BCU wasn’t allowed to open a physical branch in that state, even though they served as the credit union for Boston Scientific. BCU developed a plan for an eBranch, a branch not staffed by any BCU employees, but connected virtually to the BCU call center in Illinois, thereby skirting the MA banking laws and still serving their members. I worked closely with BCU and the team at Tanagram to create a seamless experience for the user..
The eBranch system was built around the existing BCU online banking system, but added a wrapper that included shortcuts to common actions as well as video conferencing with the BCU call center.
Along with our designs, we provided BCU a detailed requirements document outlining everything necessary to get the eBranch up and running.