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Umpqua Go-To
In my role as the Product Innovation Lead within Umpqua's newly created Innovation Team, I spearheaded the development of Umpqua Go-To, a groundbreaking human-digital chat application that connected users directly to their bankers through a secure mobile platform. Starting as a limited pilot, the initiative grew to over 65,000 Monthly Active Users (MAUs) and exceeded 300,000 total users by the time I left Umpqua.
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Go-To was later sold to Kony, Inc. which was a first of its kind transaction where a traditional bank sold a home grown asset to a FinTech company. This unprecedented event marked the inaugural instance of a traditional bank divesting a proprietary asset to a FinTech corporation, signifying a pivotal milestone in the industry's evolution.
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Article about Go-To: Click Here
Article about Sale: Click Here
Temenos Engage: Click Here
Umpqua Go-To App
Innovation Team
At Umpqua Bank, I was the second member of a newly created innovation team which I helped grow to over 10 members. Being part of this team was not just about the expansion but symbolized a broader cultural shift at Umpqua Bank. It represented a concerted effort to redefine the bank's identity, positioning it as a modern and adaptive financial institution capable of pioneering innovative solutions in a landscape traditionally resistant to change.
As a founding member, I played a pivotal role in shaping the team's mission and operational framework. My involvement encompassed defining our strategic objectives, establishing operational protocols, and detailing how we executed innovative product initiatives.
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Team Kanban Board
User Feedback
I gathered insights from both our internal Go-To Agents and Umpqua Bank customers to inform the development of new features and functionalities for the Go-To app. This involved conducting in-person interviews, administering surveys, analyzing app store reviews, and engaging in discussions with Umpqua's customer support team. These diverse feedback channels were instrumental in shaping the iterative improvements and enhancements to the Go-To application.
User Interview Notes
Executive Whiteboard Session
