Revamping BankUnited’s IT Service Portal for a Modern, Streamlined Employee Experience

BankUnited, a leading financial institution headquartered in Florida, is renowned for providing a comprehensive range of banking and financial services to individuals, businesses, and corporate clients. With a strong focus on innovation and customer-centric solutions, BankUnited has established itself as a trusted name in the financial sector. As the organization expanded its operations and workforce, it recognized the need to modernize its internal IT Service Portal to enhance its employees' access to essential resources and streamline internal processes. 

Delivering a Holistic Employee Experience

BankUnited’s IT Service Portal was limited to enabling employees with a medium to request IT services and avail self-service, and it could not support their vision of creating a digital workspace for employees.  

Utilizing Employee Center Pro presented an opportunity to transform the digital employee experience and unlock greater workplace productivity. Several areas were identified for enhancement: 

• Portal Design: The portal's design had the potential for modernization to create a more engaging and intuitive user experience, aligning with BankUnited's forward-thinking digital strategy. A refresh would help showcase the bank's commitment to technological advancement. 

• Interactive Capabilities: While the portal provided basic functionality, there was a significant opportunity to introduce dynamic features that would foster deeper employee engagement and streamline daily workflows. This would enable more efficient collaboration and self-service options. 

• Streamlined Information Architecture: The portal's structure offered scope for optimization to create a more intuitive navigation flow. Reorganizing the information architecture would help employees access resources more efficiently, supporting their productivity goals and improving the overall user experience. 

Recognizing these opportunities, BankUnited aimed to revamp the portal to improve user engagement, workflows, and operational efficiency.

As a long-term partner, BanUnited trusted INRY with this initiative. Our approach to Employee Center implementations, combined with a deep understanding of design principles, made INRY the ideal choice to help BankUnited modernize its IT Service Portal.  

INRY’s Total Experience Framework for Transforming Employee Experience 

INRY’s Total Experience Framework (TEF) integrates innovative design with years of expertise in ServiceNow implementation. This framework goes beyond aesthetics to create truly engaging, user-centric experiences. By focusing on holistic user engagement, INRY ensured that BankUnited’s employees experienced a seamless, unified digital environment that fostered productivity, satisfaction, and growth. 

INRY’s approach focused on furthering BankUnited's Vision through several key phases:

• Research and Analysis: INRY gathered insights through interviews and surveys to identify pain points such as difficult navigation and limited access to IT resources.
• Employee-Centered Design: The new portal was designed with the employee experience in mind, to prioritize important content and actions. 
• Iterative Design Process: INRY conducted design workshops where wireframes were reviewed, feedback was gathered, and refinements were made to align with BankUnited’s vision.
  
  

INRY’s Strategic Approach to Empower BankUnited’s Workforce 

Leveraging INRY’s expert guidance and TEF templates, BankUnited kickstarted its journey, with the new Employee Center Pro portal designs delivered in just 6 weeks. This rapid approach showcased INRY’s commitment to helping businesses stay adaptable and ahead of the curve in meeting the evolving needs of their workforce.  Several features were implemented to improve employee engagement and streamline workflows, a few key highlights among them being:

• Unified Platform: Essential functionalities were consolidated into one central platform, eliminating the need to navigate multiple systems.  

• Intuitive User Interface: The T-Zone design ensured that key tasks and information were immediately visible, enhancing the overall user experience.
  

• Simplified Navigation: Strategically placed widgets, a central search bar, and a primary navigation menu enabled employees to quickly locate information, reducing frustration.  

With INRY’s Total Experience Framework, BankUnited achieved its goal of modernizing its existing portal to enhance employee engagement. This transformation set the foundation for future enhancements. As BankUnited continues to evolve, INRY CloudCover continues to provide support for further improvements, ensuring the portal adapts to the changing needs of its workforce while driving long-term efficiency.