Bank PSB, Banking Platform
March 2020 – February 2025
In 2020, I joined PSB — one of Russia’s largest banks with over 6 million retail customers — to build digital mortgage products from scratch. I designed key mortgage journeys, from product selection and calculation to application and loan management.
In 2024, I joined a large-scale initiative to redesign the bank’s employee platform — a unified solution replacing multiple legacy systems. The existing tools included CRM platforms, processing systems, and internal services. Employees had to switch between applications, manually search for information, and work with outdated, overloaded interfaces. As part of a cross-functional design team, I was responsible for designing and redesigning specific product areas.
Goal
Design a unified employee platform that consolidates all customer service systems into a single workspace. Modernize the legacy desktop application, migrate it to a web platform, and introduce new workflows to improve customer service efficiency.
Challenges
Simplify the interface and reduce the learning curve for employees.
Streamline user workflows to improve service speed and operational efficiency.
Create a unified omnichannel experience by bringing all customer touchpoints into one platform.
Ensure compliance with banking regulations and internal security requirements.
Project Constraints
2,000+ screens to audit, redesign, and standardize.
Tight timeline with just over one year to deliver the platform.
Significant backend limitations that directly influenced UX and interaction design.
100+ user roles, each with unique permissions and workflows.
Problems with the Legacy System
Outdated interface that no longer met modern usability standards.
Information-heavy screens causing high cognitive load.
Inconsistent navigation and interaction patterns across different systems.
Steep learning curve, requiring extensive employee training before effective use.
Impact
30% faster task completion
After simplifying key user workflows
Unified design system
Reusable components, templates, and guidelines
Improved usability
Reduced cognitive load and onboarding time
Replaced external software
Moved to an in-house solution
Selected Design Solutions
The platform covers a wide range of functionality, so this case study highlights a selection of the features and workflows I designed, illustrating the key UX challenges and solutions delivered throughout the project.
