Frost Bank

Above: Based off a more complicated schematic provided by the vendor, I designed a simple diagram to help non-technical members of our team to understand the Zelle process.

Above: Based off a more complicated schematic provided by the vendor, I designed a simple diagram to help non-technical members of our team to understand the Zelle process.

 

P2P Adoption
In 2016 Frost Bank joined the ClearXchange Network (now know as the Zelle payment network), which is a direct competitor to Venmo and PayPal for person-to-person mobile payments. This network was established by banks such as Chase, Bank of America, Capital One, Well Fargo, U.S. Bank, and others. The initial network was small but still growing, and Frost Bank was the first regional bank to join the community.

Team Education
During the early adoption and education phase of the project, there was a need to explain the complex process to a non-technical internal audience.

What we did was gather executives, senior-level leaders and managers into a large room, and as part of a larger presentation we displayed this diagram on a large wall and walked them all thru the process. The goal was to address two common questions: (1) what is the path of the customer request, and (2) what is the path of the money movement.

At the end of that meeting we were successful in making a complicated experience understandable, and the leadership in that room was able to convey this idea to their respective teams.