This initiative resulted in an employee experience design framework to enable internal employees to make good access management decisions.

Organization: Bank of America, Global Information Security

Sector: Banking | Cybersecurity | Technology

Results: Crafted common service design framework, resulting in global unified platform used for efficient task management and data analytics. Integrated vision and service delivery included considerations for: personalization, technology, product features, and business goals. Systematized formative and summative research program, including wide dissemination of personas, journey maps, and service blueprints, resulting in actionable insights for product teams.

Approach: Learning with employees through 1:1 interviews and design thinking ideation sessions. Close collaboration with access management architects and other technology leaders to ensure close integration with core IAM strategy.

Responsibilities:  Design leadership, workshop facilitation, design strategy, persona and customer journey creation, experience design

Other team members included: *(indicates my direct reports)

  • Senior Service Designer*
  • UX/UI Designers*
  • Executive leader for Architecture
  • Stakeholders around the organization from Risk, Technology, Cybersecurity, Architecture
Businesses use access management solutions to authenticate, authorize, and audit access to applications and IT systems. Often delivered as a component of an identity and access management (IAM) solution, access management solutions help strengthen security and reduce risk by tightly controlling access to on-premises and cloud-based applications, services, and IT infrastructure. Source: Cyberark