Five markets, one unified banking experience
My role ranged from executing established product strategies to leading discovery activities that shaped future customer experiences and operational transformation.
I collaborated with Product Managers, Business Analysts, Engineers, UX Researchers, Accessibility Specialists, and Business Stakeholders to simplify complex banking processes and create experiences that balanced customer needs with business goals.
CASE STUDY • SCOTIABANK
Timeline
May 2023 - May 2025
Markets
Mexico, Colombia, Peru, Chile + Caribbean.
Team
Canada + LATAM, cross-functional
CHALLENGE
Complexity into intuitive products
Scotiabank needed to modernize enterprise banking experiences for customers across LATAM and the Caribbean, while untangling operational workflows that had grown complex across five markets. The bank needed a future-state operating model, an aligned MVP roadmap, and buy-in from leadership across geographies with different constraints and priorities.
CONTRIBUTIONS
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Service blueprints (before / after) for a core banking workflow, used to build the business case for leadership
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Partnered with UX researcher to create proto-personas and stakeholder interview synthesis, which will be the basis for the designs.
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3-day, 40-person cross-market workshop, designed and facilitated end to end, which supported leadership to create their MVP, and operational costs.
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End-to-end UX/UI design, wireframes through high-fidelity, accessibility annotations, and QA design review.
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Created an 11-month UX roadmap sequencing discovery, design, testing, and engineering handoffs.
APPROACH
What the work made possible
Alignment & buy-in
Converged five fragmented, country-specific processes into one shared future-state vision across a 38-person cross-functional workshop.
Gave leadership what they needed to greenlight the business case and align investment across geographies.
Design system & scale
Accessibility and dark theme built in from day one, reducing rework at engineering handoff.
Team enablement
The documentation framework created is now the onboarding reference other designers use to pick up legacy work.
A repeatable discovery-to-handoff methodology the cross-region team can now run independently.