Global ATM Redesign

Through meticulous effort and teamwork, Citi PXD has transformed Citi’s Global ATM experience from a challenging and fragmented project into a model of consistency and organization, serving as an example for project management teams all across Citi.

My Role

As the leading UX/UI designer on the Global ATM redesign project, I have been an integral part of the workstream for the past two years. From initial designs and user flows to organization and accessibility, my fingerprints can be found all over the project. I am accountable for ensuring consistency across all 450+ screens, documenting changes, implementing and abiding by UX rules, and performing accessibility checks. Additionally, I work closely with Citi’s copy and prototyping teams, and at the end of each sprint, deliver our sprint file to the product and development teams. I am supported by my ACD, who has designed alongside me on this project for the last two years. 

Organization & Standardization

With a file as large as ATM, it is crucial that we maintain strict organization to ensure the project is flawless. We continuously iterate and meticulously review every detail to account for each pixel. Each frame is carefully named with its relevant title and placement number within the file and evenly spaced from its surrounding frames. Our team adheres to a strict 2-week sprint cadence and leverages Jira and Teams channels for communication with product teams and referencing requirements. Throughout my tenure on ATM, the project has transitioned ownership between several product owners. With each new product owner, our design team has worked diligently to optimize the project's cadence, communication channels, handoff dates, and collaboration with copy.

Flexibility & Control

One year ago, Citi officially transitioned all designs from Sketch to Figma. This was a heavy lift and daunting task for every project I was on, but especially ATM. Upon shifting ATM over, most components were broken, designs systems were incomplete, flows lacked order, and alignment was destroyed. Through meticulous efforts and a significant amount of support from our analysts, we were able to not only correct the file but also refine it. ATM now has its own style guide, component library, archive, and better organization than it’s ever had in the past. Every sprint is methodically documented and its version control is unmatched.  In fact, the ATM project is now used as a model for other project management teams at Citi.

Tools & File Management

When we first acquired ATM, the project was in Sprint 24. The different sprint files were difficult to locate, and spread out across multiple platforms like Confluence, Intralinks, Invision, and Outlook. Sketch was an inadequate tool for managing such a large file, which left room for errors. Transitioning to Figma allowed us to consolidate, store, and share all of our files, branches, folders, and component libraries from one place. Now, we keep everything related to ATM within Figma and share links to sprint deliverables via Microsoft Teams.

  • “I worked with Amanda extensively as the Product Manager on a top-to-bottom rewrite of a globally customer-facing app that services over 250MM sessions per year. Amanda was one of the designers and quickly grasped key requirements and proposed alternatives that would help us better scale the design. She was eager to experiment with design trade-offs and helped spark discussions or insights which helped challenge assumptions or push back against stakeholders. Though the mandate was to focus on the US English context, her designs were very accommodating and scaled to support non-US cultural sensitivities and other localization challenges. In general, Amanda is fantastic to work with - she endeavors to understand the business context, asks insightful questions and doesn’t hesitate to follow up, and thinks through design trade-offs to meet the requirements but also proposes alternatives to consider. Overall the collaborative partnership helped us reduce re-work and minimize iterations on a product that will be enjoyed by millions of customers worldwide. “

    Karthik Raman, Product Manager @ Citi

  • Amanda is a force of positive energy. She brings a consistent mix of curiosity and UX principles to all of the projects that she is assigned too. With Amanda, you get someone who cares deeply about her team and will do whatever she can to help set up other designers for great success. Over our time together at Citi I have seen tremendous growth not only in design, but also with her ability to lead meetings, defend design and mentor new designers. I am excited for Amanda Norman's bright future in UX/UI and know she will only add value to any team she works with inside or outside of Citibank.

    Mark Rudd, Head of Partnerships Experience Design @ Citi