How Dave supports
it's 5 million users.

Dave is a start-up Unicorn with over +5 million users. Dave is “Banking for Humans.” For $1-a-month, Dave offers users checking accounts with no minimums or overdraft fees; automated budgeting; cash advances of up to $100; and the ability to build up their credit scores

Ian as a davemoji

Dave
Customer Success
Workspace

Dave • 2019

Client
Dave Inc.
Industry
Fintech
Project Type
Product Design
Responsabilities
Design
User Testing
Deliverables
UX Design
Design System
Team
Chris W. — PM
Chris S. — Engineering
Kevin H. — Engineering
Daniel C. — QA
Maxim T. — Illustrator
Ian D. — Design

Dave
Customer Success
Workspace

Dave • 2019

Company

Dave has a start-up Unicorn with over +5 million users. Dave is “Banking for Humans.” For $1-a-month, Dave offers users checking accounts with no minimums or overdraft fees; automated budgeting; cash advances of up to $100; and the ability to build up their credit scores

Problem

Dave was introducing Dave Banking to all users. This required a unified Customer Support (CS) process, flow and workspace which didn’t exist. Many support tickets required 3rd party tools, multiple internal tools and wiki’s to help trouble shoot customer issues. It was common for a CS agent to have more than 10 browser windows open at any given time to assist a end user.

Furthermore, we needed to identify which support tasks could added to the mobile application.

My Role

Product designer tasked with creating a single, unified workspace for CS team members. It was one of those “One ring to rule them all” type situations. The product manager and I interviewed the CS team so we could design a workspace for them. Finally, to support the CS team, engineers, and product managers, it was important to create a design system that could scale.

Results

After 6 months, the CS workspace v1.0 was released. The design system was implemented and the CS workspace was in full use. It was also now possible for product managers and engineers to work though feature tickets without needing every screen to be designed thanks to the new design system. I provided "design reviews" for new features but much of my time would continue by evaluating existing design system paradigms, gathering feedback from CS Agents, and solving new solutions to those pain points.

Challanges

Product designer tasked with creating a single, unified workspace for CS team members. It was one of those “One ring to rule them all” type situations. The product manager and I interviewed the CS team so we could design a workspace for them. Finally, to support the CS team, engineers, and product managers, it was important to create a design system that could scale.

Preview

Due to NDA, there is very little I can share at this time. Here are some features that I explored while at Dave.

Dave web design system

Implementation of the Dave Design System in the CS workspace. Designed to provide clear interactions and high level of usability. CS Design System were inspired to have similar interactions to the Dave mobile app.

Better designed tables

Tables get a bad rap! After user testing, it was discovered a well designed table communicated information more clearly than all other design explored.

Side Nav

Quick navigation provides faster customer support. Clicking an icon jumps to the appropriate section of the page. Navigation icons can be re-organized and the pages content re-organizes to match.

Organize the page by re-organizing the side nav icons
Quick wireframe for communicating with PM and engineering

Modal Designs

Modals show less frequently needed, but more detailed information. This include JSON objects, permission controls, warnings, etc. It was a goal to add a bit of “Dave” delight whenever possible.

Thanks!

That's it for now, the ride on the time machine has ended. Thank you for joining me, and I would love to chat.

Drop me an email!