CoPilot

Outlook Extension

Role

Lead UX Designer & Front-End Developer

Company

First Republic Bank

Team

UX Designer, PM, BA, Engineers, QA, Stakeholders

Platforms

Outlook (desktop + browser)

Project Overview

CoPilot

CoPilot is an Outlook extension that streamlines bankers’ workflows by embedding essential client data directly within Outlook. By consolidating contact details, account history, and verification info into a responsive widget, it eliminates app-switching during high-value wire transfers, reducing delays and human error.

The Problem

Bankers relied on multiple disconnected platforms to verify client information before processing wires. This led to:

  • Slower processing times
  • Manual entry errors
  • Inconsistent client experiences across regions

A single, integrated experience inside Outlook was required to improve efficiency and confidence.

The Goal

  • Reduce task time by 20%+
  • Improve confidence and accuracy in wire processing
  • Ensure regulatory compliance within a secure system
  • Drive enterprise-wide adoption

Process & Approach

Research & Discovery

  • Interviewed 10+ bankers and operations managers
  • Mapped existing workflows via task analysis
  • Created journey maps to surface bottlenecks and failure points

Ideation & Prototyping

  • Rapid wireframing in Figma
  • Embedded flows directly in Outlook for contextual testing
  • Conducted A/B tests to validate content hierarchy and layout

Usability Testing

  • Tested with real bankers in simulated wire scenarios
  • Simplified the interface to display only critical client data
  • Improved information grouping and visual hierarchy for faster scanning

Design Evolution

Low-Fidelity Wireframes

Focused on layout and content prioritization for verification details, contact info, and history. Gathered stakeholder feedback early to validate core concepts.

View Prototype

Mid-Fidelity Prototype

Introduced real data examples and interaction flows. Validated navigation patterns and data grouping through usability sessions.

View Prototype

High-fidelity Prototype

Delivered a pixel-perfect design aligned with enterprise branding. Integrated secure authentication and enhanced UI legibility for regulatory confidence.

View Prototype

Going Forward

Results & Impact

  • Reduced banker task time by 30%
  • Achieved 85% adoption within 6 weeks post-launch
  • Earned positive feedback from operations leadership and end users
  • Rolled out across multiple regions as a daily banker tool

Reflection & What’s Next

TThis project reinforced the need for simplicity in regulated environments—balancing compliance and usability. Future iterations could include AI-driven predictions (e.g., pre-filling client details) to further reduce manual steps and cognitive load.