I worked on the Checkup project at Citizens. The first goal of this project was to allow customers (and potential customers) to create an appointment at a local branch, and complete a financial profile before the appointment. The second goal was to allow bankers the ability to conduct Checkup appointments with the customer, and make smart recommendations based on the customer profile.
The Checkup project had design work in progress when I joined the team. The first phase of work involved auditing existing design artifacts. I worked with product stakeholders to identify, define and prioritize future design work.
Designing good experiences for appointment management software is challenging. Each organization does things their own way, and data can be spread across several disparate teams. Designing for Checkup involved defining user workflows, and coordinating cross-team to get access to required data endpoints.