Role

Design Lead
(XD/UX/UI)

Client

Bank of America
Private Bank

Year

2025

Saving trees with smarter digital access

As the enterprise moved more statements and documents online, the paperless experience needed to become significantly more intuitive and accessible for clients. Adoption had stalled, with only 30% of clients fully paperless and 66% still relying entirely on mailed documents. This wasn’t just a sustainability concern—it came at a significant cost to the bank in printing and postage, with negative feedback from clients that not all documents were available for download. I was tasked with rethinking a cumbersome, outdated multi-step process that was creating friction and limiting adoption.

A unique use case

Unlike standard banking customers, Private Bank clients often manage dozens — sometimes hundreds — of accounts. Many prefer to customize which statements they receive online versus in the mail. However, all of them shared a common frustration: managing massive, paper-based documents, sometimes hundreds of pages long.

Designing for simplicity

In addition to incorporating the newer document types that the business was now digitizing, my primary solution was a universal toggle that allows clients to go paperless with a single click. For the small group of users who want more control, I redesigned the experience so they could tab through each document type — eliminating the long, stacked layout that previously required endless scrolling.

My role and process

As Design Lead, I collaborated across Tech, Product, Business, Legal, and Accessibility to deliver a streamlined solution:

• Led a 0→1 redesign of the experience, replacing a cumbersome multi-step process with a streamlined, user-centered flow

• Led requirements-gathering sessions with key stakeholders

• Built high-fidelity prototypes using the enterprise design system across dozens of use cases

• Conducted testing to ensure users understood the universal toggle and could find documents within the tabbed content

• Designed for robust error handling and edge cases

• Ensured ADA compliance in partnership with accessibility experts

• Partnered with a copywriter to deliver clear, user-friendly messaging

• Navigated backend limitations, including multiple service calls per account

• Managed cross-team collaboration and aligned on a shared vision

Unblocking the path to launch

Given the complexity of the build, the project took nearly 10 months to complete. It launched in 2025 to a pilot group of Private Bank clients, paving the way for adoption across the enterprise. As a team, we are targeting a 20-50% increase in paperless enrollment across all accounts. More data coming soon.