First Republic Bank: Contact Banker

First Republic Bank — Digital White Glove Experience

What's the problem?

First Republic Bank is known for its white glove, high-touch customer service, but this experience was not translated into their digital channels. Clients lacked flexibility to seamlessly connect with their bankers, schedule meetings, or access key banking services online. The challenge was to bring the personalized, relationship-driven service First Republic is known for into a modern digital experience.

What do we want to achieve?

• Digitally extend First Republic’s white glove service through a personalized, intuitive platform.
• Provide clients with the ability to:
• Chat directly with their banker or banking team.
• Schedule meetings with ease.
• Order ahead for banking services.
• Stay updated with curated news and events.

What are challenges we faced?

• Balancing the highly personal, concierge-style service with scalable digital solutions.
• Ensuring that digital touchpoints felt as human as in-person banking.

What was part of the team and what was my role?

As a Lead UX/UI Designer, I worked closely with one additional designer, a copywriter, and a creative director to develop user-centered design solutions. Our collaborative efforts ensured a cohesive and engaging user experience, combining visual design, content strategy, and creative direction to meet project goals effectively.

How was the process I followed?

The design process I followed was systematic and user-centered. The competitive analysis involved examining top financial apps to identify best practices in personalization and service delivery, ensuring the new design would meet or exceed industry standards. Information architecture was carefully structured to prioritize users' personal connections with their bankers while allowing for scalable feature integration, balancing user engagement with future growth. Design exploration included creating initial sketches and progressively developing medium- and high-fidelity prototypes, effectively visualizing a personalized banking experience that enhances usability and customer satisfaction..

What was the final solution?

Delivered a personalized digital dashboard where clients could:
• Edit shortcuts to connect directly with their banker or banking team.
• Access chat, meetings, and order-ahead services seamlessly.
• View curated news and events, reinforcing the sense of exclusivity and personal connection.