PNC: PINACLE

Capstone Project

The Future of PNC

Where PNC is headed and how we helped.

PNC currently faces the challenge of adapting to new trends within both the consumer and corporate worlds. Customers have come to expect simplification from their mobile applications while policies allowing employees to bring their own devices have created a rich new ecosystem for mobile devices to thrive in. Both of these factors have put pressure on B2B services, like PNC, to provide exceptional mobile experiences.

Many of the first generation mobile platforms by PNC and its direct competitors are a response to these recent trends. Unfortunately, most of these early applications fall short. Mobile versions miss features common on desktop, and many of the applications fail to provide the same level of polish and ease-of-use as other consumer applications, such as Facebook, Twitter, and Google. By addressing these issues and holding its mobile applications at the same standards as consumer applications, PNC could easily set itself apart from the rest of the banking world.

 

Our design process…

The steps we took to ensure our solution solved real problems for real people.

Research

Basing our designs on user research.

Synthesis

The synthesis techniques we deployed to analyze and comprehend the data.

Synthesis Method #1

Affinity Diagramming

We organized over 500 observations and breakdowns into overarching themes by categorizing each note by intent and task. Once we were done, we had 12 different distinct areas ranging from security to communication in the office.

We referenced the affinity diagram throughout our design process in order to ensure each of our design decisions were grounded in data.

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Synthesis Method #2

Life of a Transaction

To create an effective mobile experience, we had to understand all of the players involved when completing a transaction. To achieve this, we diagrammed all of the interactions necessary between all of the the people and artifacts involved.

On the left are the stakeholders who primarily interact with PINACLE. Through our research, however, we learned that many more people are needed to complete a single transaction, including vendors, managers, and auditors.

View the Life of a Transaction

Our Insights…

After consolidating all of our results we came up with the following insights.

Opportunity Area 1

Numerous factors impact routine payments.

Opportunity Area 2

Adequate support for verification does not exist.

Opportunity Area 3

People must maintain detailed records.

Opportunity Area 4

PINNACLE does not assist task management.

Opportunity Area 5

Communication between parties is inefficient.

Iterations

From paper to final prototype.

The Team

The people who made this project a reality.

Tech Lead

Matthew Bolaños

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Design Co-lead

Mirae Kim

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Project Manager

Joyce Liú

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Design Co-lead

Tyler Porten

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Research Lead

Katarina Shaw

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My Contributions

While designing the solution for PNC, each of us took an equal role in determining the direction of the design and where it ultimately headed. My main contributions can be seen on the right. Shoutouts to Mirae and Tyler for keeping our designs on track, Joyce Líu for making sure our team did not implode, and to Katarina for managing all of the research participants.

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