Design Strategy & Innovation: Raising Mobile Quality at BMO
Wealth • Money Movement • Design Strategy • 10 days
Role: UX Team LeadTeam: Cross-functional (2 ICs) + PM & Eng partnersScope: Money movement flows • Mobile standards • DS governance
↑2.2→4.2 rating10-day sprintA11y + DS alignment
Led UX strategy to unify high-trust flows and design-system governance, improving app quality and mobile ratings (↑2.2 → 4.2).
Problem
Inconsistent patterns and unclear content in money movement and servicing flows reduced trust and contributed to low app ratings.
Outcome
Aligned design, product, and engineering on a unified money-movement system with governed patterns and trust-first content, raising app quality and consistency.
Strategic Highlights
Leadership-level framing in three pillars
Vision & Alignment
Facilitated workshops and sprints to align on a North Star for trust-critical flows.
Design Systems
Established DS governance with tokens, variables, and component APIs to ensure scalability and a11y.
Content Strategy
Standardized disclosures, error/recovery patterns, and microcopy for clarity and compliance.
Results at a Glance
Quick, credible metrics with context
3.9
Mobile App Rating
From 2.2 baseline after unified patterns rollout
88 %
Consistency Score
Cross-platform DS compliance (post-audit)
9 days
Cycle Time
From sprint to validated prototypes
What I Built
Screens and decision patterns
Insights & Impact
Why this mattered beyond the prototype
Trust Through Clarity
Microcopy and disclosure alignment proved as critical as UI polish for confidence in money movement.
Governed Scale
Design-system guardrails enabled consistency and velocity without over-centralization.
Cross-functional Partnership
Recurring PM-Design-Eng reviews sustained visibility into quality bars and DS adoption.
Resources
Proof links for reviewers
Process (Optional Deep Dive)
Design Sprint → Findings → Changes → Next Experiments
Goals:
- Align trust-critical content and pattern consistency across surfaces.
- Define the North Star experience for money movement.
- Establish a pragmatic DS governance model (tokens, reviews, ownership).
Outcome: ↑ completion rate, ↑ perceived trust, ↓ support tickets, ↓ compliance defects.