Scotiabank
Online and mobile international banking | eIAP
eIAP (Electronic Interactive Application Platform) at Scotiabank Mexico and Chile, is the digital platform that supports the bank’s origination process, enabling the management and processing of applications across multiple business lines.
The initiative focused on simplifying reporting and modernizing the electronic origination flow to enhance operational efficiency and ensure alignment with business objectives.
As part of the UX team, I contributed to improving the user experience of key workflows within the platform, ensuring that complex processes were streamlined and intuitive for internal users.
My process involved
Agile methodologies | Cross-functional collaboration | Design of new flows | Enhancement current flows | Teaching an advocating for UX | UX audit | UX research | User Journey | Stakeholder alignment | Strategic problem-solving | Wireframing and prototyping
The challenge
This project involved Scotiabank teams in Mexico and Chile, with primary coordination based in Canada.
The initial UX designer and developers did not speak Spanish, while the Product Owners in Mexico and Chile had limited English proficiency. This language barrier significantly impacted cross-team collaboration, leaving UX decisions behind and creating communication challenges.
As a native Spanish speaker, I took on the responsibility of bridging this gap, facilitating clear communication between all teams and ensuring that UX considerations were fully integrated into the project’s decisions.
The process
UX Advocacy
As part of my role, I focused on driving awareness and alignment around user-centered design across teams. There was a noticeable lack of understanding of what UX is; therefore, I made sure to close that gap by educating stakeholders and demonstrating the value of UX throughout the product development process.
I championed UX principles to strengthen collaboration and improve product outcomes, bridging business goals and user needs through ongoing education and cross-functional alignment. By advocating for the value of UX, I helped build empathy across stakeholders and influenced design decisions that prioritized user experience.
This effort fostered a shared understanding of UX, ultimately elevating both product strategy and execution within the organization.
UX audit and low-fidelity wireframes
The first step toward a successful redesign was understanding the site’s current state before its transformation. I conducted a comprehensive UX audit to uncover opportunities to apply UX best practices, identify gaps across workflows, and highlight key features that could be improved for better usability. Additionally, I discovered redundancies and outdated elements that were impacting the overall user experience, providing a clear roadmap for improvement.
Product/Business collaboration
I conducted meetings with each product owner, both in Spanish and English, to gather business requirements, understand existing workflows, and introduce them to UX principles.
During these sessions, I explained how a user-centered approach supports their goals and contributes to creating effective, intuitive experiences.
Cross-funtional collaboration
I translated business requirements into wireframes and secured Product Owner approval before leading collaborative sessions with developers and engineers.
Through these workshops, I ensured the solution was both technically feasible and aligned with best UX practices, bridging the gap between design vision and implementation.
Results
UX became a central driver across all project products, ensuring the consistent application of best practices to deliver intuitive and effective user experiences.
As the UX lead for these initiatives, I worked across all Scotiabank products from mortgages and credit cards to personal loans to align design quality and user experience standards across platforms.
By bridging previous collaboration gaps, I fostered a cohesive cross-functional environment where teams aligned on shared goals. This effort earned the full trust of Product Owners, who now proactively consult with me on design decisions before engaging the development team, demonstrating UX’s strategic value in shaping product outcomes.
eIAP was successfully launched in Mexico.
Dashboard & adding a new product
Updating existing products
