The vision no one knew they needed.
- → Future state clickable prototype
- → Miro alignment board
- → Enrollment UX direction
- → Stakeholder presentation materials
Target reduction in enrollment time. Made achievable once the future state was visible to everyone
Senior Product Designer, embedded with the Private Passport team across prototyping, alignment, and UX direction.
The situation
Northern Trust's Private Passport enrollment process took 24 hours. The goal was to get it to ten minutes.
The team had the ambition, the OKRs, and the stakeholder buy-in. What they didn't have was a shared picture of what success looked like.
The diagnosis
Every conversation about the future state required explanation from scratch. Teams were aligned in principle and misaligned in practice. Progress was slow. Not because the problem was hard, but because no one could see the destination clearly enough to move together.
I built a tangible vision of the future enrollment experience. A clickable prototype and a Miro board that made the end state concrete. Something teams could react to, challenge, and socialise without needing it explained every time.
The outcome
The moment it existed, the conversation changed. Alignment that had taken months of verbal negotiation started to happen in a single session. The prototype wasn't the solution. It was the thing that made the solution possible.
Sometimes the most important design artefact isn't a screen. It's a shared picture of where you're going.
Making the future state visible is often the highest-leverage design act available.