Foundational Design

Truist Financial — Platform Systems & Authentication

9:41

First Lunar Bank

Notional.

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Led design of authentication, onboarding, and account migration flows during the merger of a top-10 US bank, impacting millions of users across legacy identity systems.

This work focused on high-trust platform surfaces where 6 million users gained confidence in the product because of my design.

Problem

The merger would have introduced fragmented identity systems, causing:

repeated verification steps
unclear account states during onboarding and migration
high support volume for login and recovery issues

My role

I led the design of authentication, onboarding flows, and in-flow support (chat experience). I contributed to platform-wide design system patterns for chat in iOS and Android in collaboration with product managers and engineers by reading Live Person and Lex application programming interfaces. I also partnered with the principal designer to integrate Zelle activation into the onboarding experience. They told me how it should progress non-linearly and named edge cases. I obtained their principal perspective and sign off before presenting it to the VP of marketing.

Key design decisions

1. Unified authentication state
Consolidated repeated identity checks into a single validated session state across merged systems, reducing redundant verification steps.

2. Explicit migration states
Introduced clear onboarding paths for users:

new users
existing users
migrated users
to reduce ambiguity during account transitions.

3. Embedded recovery flows
Integrated account recovery and error resolution directly into authentication and onboarding flows, reducing reliance on external support channels.

Additional contributions

Contributed native design patterns across iOS and Android surfaces
Supported design system evolution across 80+ cross-functional team members
Conducted usability research with 48 participants across authentication and billing flows
Partnered with engineering to ensure implementation fidelity across platform surfaces

Outcome

Improved clarity and reduced friction across critical onboarding and authentication journeys in a high-stakes financial environment where trust is the primary product requirement.