I found it interesting that the entire UX research team supporting the One View product got laid off last November but now a consulting firm is being hired to do UX research for One View. Anyone know why this is? One would think a consulting firm is more expensive! Obviously leadership was not happy or satisfied with the UX research team.
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You mean to tell me all that high price talent that has been brought into SunTruist the last few years is being let go or made contractors? Who would have thought this could happen? The grass is sometimes greener because it is growing over a sewer!
I have a guess as to what happened, but it could be completely wrong.
In Raleigh, there is a group of UX Researchers from the same academic program. They are well-integrated into their roles and are led by similar professionals from the same program. They may be getting results on the projects they work on. They are a little club, and they are great at self-promotion and self-replication.
These other products had folks who claimed to do UX Research but probably did some art-based nonsense that they read about on social media. Those folks were not effective. The company got rid of these art-based researchers and replaced them with consultants recommended by the group in Raleigh. The consultants are from the same club as the folks in Raleigh.
"I don’t think it is obvious that leadership was even aware of what a UX research team does."
My personal observation was that even the UX research team wasn't aware of what a UX research team does.
What is the name of the consulting company? That may make a difference.
Obviously leadership was not happy or satisfied with the UX research team.
I don’t think it is obvious that leadership was even aware of what a UX research team does. They were just numbers on a speadsheet.
Money spent on headcount always seems to be harder to get vs spending triple on outside "help".
Companies view people as more expensive than paying for services even though the face value to keep an employee is cheaper.
The EXD (experience design) team is next. Some of the UX/UI designers and content writers we have are just plain pitiful. We have to hand hold them and spoon feed them everything.
" . . . leadership was not happy or satisfied with the UX research team."
Leadership was not alone in feeling that way, believe me.
@coo+1r4PipA7 - Good points. I would point out that the One View product is nascent relative to competitors; such as Vantage at Wells Fargo, Cash Pro at BoA, Access at JPM, etc. One View is not even 3 years old yet (MOE 5 when the first iteration of One View launched was in September - 2021). In due time I think One View will prove to be an industry best in class product for Commercial and Corporate clients. Remember the other products mentioned from competitor banks have been around a long time (with the exception of Vantage, CEO Portal was the predecessor).
As for Digital Treasury, that is a vendor product from Bottomline Technologies that we are trying to get off of. I think once we retire Digital Treasury and also Treasury Manager (an ACI / Dragonfly product) and have all those capabilities available natively within One View, client satisfaction should improve.
Could be because OneView and Digital Treasury in general gets so many complaints. I'm not even in Treasury but been hearing for a couple years now how bad that system is compared to our competitors. Have talked to clients that have been very disappointed with it -- as well as other RM's who's clients say the same.