SBS

B2B

Europe

Desktop-first

Medium-Fidelity

October 2026

Customer dashboard for a Relationship Manager

A Relationship Manager in a bank with limited banking and financial domain knowledge needs a single place to quickly understand a customer's profile, products, recent interactions, tasks and alerts, enabling confident and informed customer conversations.

The typical customer they encounter can be described as follows:
Shirley, 35, London visiting the bank where her father and grandfather’s mortgages have always been

Looking for a mortgage with a simplified maintenance and switch experience if needed
Prefers credit cards and lives a no-cash lifestyle; Frustrated by frequent a/c lockouts and KYCs
Finds banking painful with too many choices complicating decisionmaking
Wishes for realtime trustworthy info, with everything online, even the mortgage brokers

Design a desktop experience that helps the Relationship Manager:

Understand the customer's overall health at a glance
View important alerts and actions
Access products and recent activities
Complete a common task quickly
Find relevant information before, during and after the interaction between RM and customer

skills

UX Approach

Design System

Information Architecture

Journey Map

The Problem

How might we help an RM with little banking knowledge sound confident and get it right, for a customer who is tired of being let down by her bank?

Stakeholders

An RM with limited banking knowledge needs one place to understand a customer’s profile, products, recent interactions, tasks and alerts. Today’s customer is Shirley, 35, London. She wants a mortgage that’s simple to manage and switch, all online. She is tired of lockouts, repeated ID checks and too many choices.

Persona, RM

Persona, Customer

Stakeholder's shared journey

Shirley’s goal is a mortgage. Jordan’s is a confident conversation. They meet for 30 minutes.

Shared Journey

Shared Journey

What should this dashboad do?

It should tell the RM what it means, what to do, and what to say.

Follow how RM thinks

Who is she, how is she doing, what do I do, then the detail. Top to bottom, left to right.

Meaning before data

Each block leads with a verdict in plain words. The numbers sit underneath as evidence.

Guide

An accessible, step-by-step guide to the customer's history, current status, and future goals, giving relationship managers the context they need to guide conversations effectively

One layout, three stages

Before, During and After change the guide. Everything else stays put, so the RM learns where things live.

The most important tasks

1. Understand her in 10 seconds: why she’s here, what upsets her, what to avoid.
2. Recover trust: explain and fix the lockouts in about 2 minutes.
3. Move her goal forward: a prefilled Agreement in Principle in about 3 minutes.
4. Hand off well: book an online adviser with her 2 priorities attached.
5. Close the loop: drafted note, app summary, automatic follow-ups.