Wells Fargo
Enterprise Allegation Platform (EAP)
Wells Fargo & Company is a multinational financial services company with approximately $1.9 trillion in assets (as of Q1 2025). Headquartered in San Francisco, California, it provides a wide range of banking, investment, mortgage, and consumer and commercial finance products and services.
Wells Fargo
Enterprise Allegation Platform (EAP)
Wells Fargo & Company is a multinational financial services company with approximately $1.9 trillion in assets (as of Q1 2025). Headquartered in San Francisco, California, it provides a wide range of banking, investment, mortgage, and consumer and commercial finance products and services.
Company
Company
Wells Fargo
Wells Fargo
Product
Product
Enterprise Allegation Plattform
Enterprise Allegation Plattform
Collaborators
Collaborators
Timy Gonzalez
Timy Gonzalez
Role
Role
Lead Product Designer
Lead Product Designer
Year
Year
2016
2016
Problem Statement
Problem Statement
In 2016, Wells Fargo revealed that branch team members had been engaging in the widespread practice of creating millions of unauthorized bank and credit card accounts for customers without their knowledge or consent. As part of new regulations created to prevent this, Wells Fargo created an application that would help the company receive anonymous allegations. The product was called the Enterprise Allegation Platform (EAP).
In 2016, Wells Fargo revealed that branch team members had been engaging in the widespread practice of creating millions of unauthorized bank and credit card accounts for customers without their knowledge or consent. As part of new regulations created to prevent this, Wells Fargo created an application that would help the company receive anonymous allegations. The product was called the Enterprise Allegation Platform (EAP).
Objectives & Goals
Objectives & Goals
The application should allow call center operators to use an application for logging in allegations
The application should allow call center operators to use an application for logging in allegations
The application should should allow call center operrators track and provide lineage of all data received
The application should should allow call center operrators track and provide lineage of all data received
Users should be able to intuitively navigate and explore the various aspects of the application
Users should be able to intuitively navigate and explore the various aspects of the application
The application should provide intuitive controls for managing data permissions and access rights.
The application should provide intuitive controls for managing data permissions and access rights.
The application should provide a clear and organized interface for managing permissions, resolutions, etc.
The application should provide a clear and organized interface for managing permissions, resolutions, etc.
The application should have a consistent design language and intuitive navigation to ensure a predictable and efficient user experience across different features.
The application should have a consistent design language and intuitive navigation to ensure a predictable and efficient user experience across different features.
UX Process
UX Process
4. Code & Deploy
4. Code & Deploy
5. Measure and Learn
5. Measure and Learn
3. Conceptualize
3. Conceptualize
2. Define
2. Define
1. Discover
1. Discover
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables
Needs
Users
Stakeholders
LOBs
FRDs
Accessibility
Needs
Users
Stakeholders
LOBs
FRDs
Accessibility
Business goals
User needs
User journeys
Information arch.
Visual preferences
Success Metrics
Business goals
User needs
User journeys
Information arch.
Visual preferences
Success Metrics
Design language
Layout design
Interaction design
Usability testing
Design language
Layout design
Interaction design
Usability testing
Front-end coding
Back-end coding
API Integration
Testing & QA
UX Auditing
Deployment
Front-end coding
Back-end coding
API Integration
Testing & QA
UX Auditing
Deployment
Metrics for LOBs
Usage analytics
User feedback
Accessibility
Metrics for LOBs
Usage analytics
User feedback
Accessibility
Success metrics
Heuristic evaluations
Accessibility tests
Recommendations
Improvements plan
Success metrics
Heuristic evaluations
Accessibility tests
Recommendations
Improvements plan
Front-end code
Back-end code
QA Test plan
Deployment plan
Developers docs
Front-end code
Back-end code
QA Test plan
Deployment plan
Developers docs
User stories
Journey maps
Taxonomies
Persona designs
Flow diagrams
Mind maps
User stories
Journey maps
Taxonomies
Persona designs
Flow diagrams
Mind maps
Design system
Low-res wireframes
Hi-res wireframes
Prototypes/Animations
Graphic assets
Usability test analisys
Design system
Low-res wireframes
Hi-res wireframes
Prototypes/Animations
Graphic assets
Usability test analisys
Interviews
Surveys
Report
Interviews
Surveys
Report
Research
Research
Design
Design
Learn
Learn
Iterate
Iterate
Code
Code
pen
pen
lightbulb
lightbulb
brackets
brackets
ruler
ruler
UX Process
UX Process
Discover
Discover
Needs
Needs
Discover the needs for this product by conducting user interviews and asking questions related to the need for the product.
Discover the needs for this product by conducting user interviews and asking questions related to the need for the product.
Users
Users
Find out which types of users benefit from this product.
Find out which types of users benefit from this product.
Stakeholders
Stakeholders
Find out who are the primary stakeholders fro this product. From end users to CEOs.
Find out who are the primary stakeholders fro this product. From end users to CEOs.
LOBs
LOBs
Find out what lines of business are part of this project or could be part of this project.
Find out what lines of business are part of this project or could be part of this project.
FRDs
FRDs
Find out if there are existing functional requirement (FRD) document or see if they are complete or need to be completed, who owns the document, etc
Find out if there are existing functional requirement (FRD) document or see if they are complete or need to be completed, who owns the document, etc
Accessibility
Accessibility
Find out if there are any specific accessibility requirements for ADA, WCAG, etc.
Find out if there are any specific accessibility requirements for ADA, WCAG, etc.
Deliverables
Deliverables
Interviews
Interviews
Results of interviews with executive summaries and quantitative measurements.
Results of interviews with executive summaries and quantitative measurements.
Surveys
Surveys
Results of surveys with executive summaries and quantitative measurements.
Results of surveys with executive summaries and quantitative measurements.
Reports
Reports
Reports of any other findings related to this discovery phase.
Reports of any other findings related to this discovery phase.
pen
pen
Define
Define
Business Goals
Business Goals
Define what the business goals are for this suite of applications.
Define what the business goals are for this suite of applications.
User Needs
User Needs
Define what the users needs mean for this specific.
Define what the users needs mean for this specific.
User Journeys
User Journeys
Define what a user journey or journeys are for this suite of applications.
Define what a user journey or journeys are for this suite of applications.
Information Architechture
Information Architechture
Define what the information architecture should be for this suite of applications.
Define what the information architecture should be for this suite of applications.
Visual Preferences
Visual Preferences
Define the meaning of visual preferences for this suite of applications.
Define the meaning of visual preferences for this suite of applications.
Deliverables
Deliverables
User Stories
User Stories
Deliver documents with user stories for each one of the applications in this suite. User stories should be as granular as possible, including role, goal, benefit/reason, etc.
Deliver documents with user stories for each one of the applications in this suite. User stories should be as granular as possible, including role, goal, benefit/reason, etc.
Journey Maps
Journey Maps
Deliver documents with journey maps for each one of the applications in this suite. Journey maps should be as granular as possible, including personae design, scenarios, stages, etc.
Deliver documents with journey maps for each one of the applications in this suite. Journey maps should be as granular as possible, including personae design, scenarios, stages, etc.
Persona Design
Persona Design
Deliver documents with persona design for each one of the applications in this suite. Persona designs shouls be as granular as possible, including a realistic presentation, demographics, goals and motivations, etc.
Deliver documents with persona design for each one of the applications in this suite. Persona designs shouls be as granular as possible, including a realistic presentation, demographics, goals and motivations, etc.
Taxonomies
Taxonomies
Deliver documents with taxonomies for each one of the applications in this suite. Taxonomies should be as granular as possible, including hierarchy, mental models, etc.
Deliver documents with taxonomies for each one of the applications in this suite. Taxonomies should be as granular as possible, including hierarchy, mental models, etc.
Mind Maps
Mind Maps
Deliver documents with mind maps for each one of the applications in this suite. Mind Maps should be as granular as possible, including branches, sub-branches, keywords, connections, etc.
Deliver documents with mind maps for each one of the applications in this suite. Mind Maps should be as granular as possible, including branches, sub-branches, keywords, connections, etc.
lightbulb
lightbulb
Conceptualize
Conceptualize
Design laguage
Design laguage
Conceptualize a design language for the full suite of applications. This should include, visual style, UI components and guidelines, interaction guidelines, etc.
Conceptualize a design language for the full suite of applications. This should include, visual style, UI components and guidelines, interaction guidelines, etc.
Layout Design
Layout Design
Conceptualize a layout design for the full suite of applications. This should include, gris systems, visual hierarchy, whitespace, responsiveness, etc.
Conceptualize a layout design for the full suite of applications. This should include, gris systems, visual hierarchy, whitespace, responsiveness, etc.
Interaction Design
Interaction Design
Conceptualize a layout design for the full suite of applications. This should include, grid systems, visual hierarchy, whitespace, responsiveness, etc.
Conceptualize a layout design for the full suite of applications. This should include, grid systems, visual hierarchy, whitespace, responsiveness, etc.
Usability testing
Usability testing
Conceptualize a usability testing plan for the full suite of applications. This testing is made pre-deployment so only Figma designs will be used. This should include, navigation, information architecture, overall flow and user journeys, etc.
Conceptualize a usability testing plan for the full suite of applications. This testing is made pre-deployment so only Figma designs will be used. This should include, navigation, information architecture, overall flow and user journeys, etc.
Deliverables
Deliverables
Design System
Design System
A complete design system using Figma.
A complete design system using Figma.
Low-res Wireframes
Low-res Wireframes
Low-res wireframes using Figoma.
Low-res wireframes using Figoma.
Hi-res Wrireframes
Hi-res Wrireframes
Hi-res wireframes using Figma, AI, Photoshop, Etc.
Hi-res wireframes using Figma, AI, Photoshop, Etc.
Prototypes / Animations
Prototypes / Animations
Prototypes using Figma, Framer, D3.js visualizations, etc
Prototypes using Figma, Framer, D3.js visualizations, etc
Graphic Assets
Graphic Assets
All assets in hi resolution. Assets within the Figma files can be downloaded by developers while in Figma dev mode.
All assets in hi resolution. Assets within the Figma files can be downloaded by developers while in Figma dev mode.
Usability Test Analisys
Usability Test Analisys
Usability testing reports.
Usability testing reports.
brackets
brackets
Code
Code
Front-end Development
Front-end Development
After UX Design sign off, using Figma, sent link to the developers in DEV mode.
After UX Design sign off, using Figma, sent link to the developers in DEV mode.
Back-end Development
Back-end Development
Back-end developers create the back end code to support the UI designs, interactions, databases, etc.
Back-end developers create the back end code to support the UI designs, interactions, databases, etc.
API Integration
API Integration
Developers integrate APIs into the application.
Developers integrate APIs into the application.
Testing & QA
Testing & QA
The QA team creates test plans of various types.
The QA team creates test plans of various types.
Deployment Plan
Deployment Plan
Create a deployment plan.
Create a deployment plan.
UX Auditing
UX Auditing
UX designers review and audit design tickets.
UX designers review and audit design tickets.
Deliverables
Deliverables
Front-end Code
Front-end Code
Front-end code is created through a software development cycle managed through the Azure DevOps agile ticketing system.
Front-end code is created through a software development cycle managed through the Azure DevOps agile ticketing system.
Back-end Code
Back-end Code
Back-end code to support the UI designs, interactions, databases, etc.
Back-end code to support the UI designs, interactions, databases, etc.
QA Test Plan
QA Test Plan
QA test plans of various types and actual testing reports.
QA test plans of various types and actual testing reports.
Deployment Plan
Deployment Plan
Developers and other stakeholders present a deployment plan.
Developers and other stakeholders present a deployment plan.
UX Audit Tickets
UX Audit Tickets
Assign one or more UX designers to audit the development tickets that are in the UX/QA bucket in the DevOps ticketing system.
Assign one or more UX designers to audit the development tickets that are in the UX/QA bucket in the DevOps ticketing system.
ruler
ruler
Measure & Learn
Measure & Learn
Success Metrics
Success Metrics
Define metrics for the lines of business within the company.
Define metrics for the lines of business within the company.
Usage Analytics
Usage Analytics
Define usage analytics for post deployment measurements.
Define usage analytics for post deployment measurements.
User Feedback
User Feedback
Gather user feedback before and after beta and general availability (GA)
Gather user feedback before and after beta and general availability (GA)
Accessibility Tests
Accessibility Tests
Define the accessibility test plan to comply with WCAG and ADA.
Define the accessibility test plan to comply with WCAG and ADA.
Deliverables
Deliverables
Success Metrics
Success Metrics
Success metrics reports.
Success metrics reports.
Heuristic Evaluations
Heuristic Evaluations
Heuristic evaluation reports.
Heuristic evaluation reports.
Accessibility Test Results
Accessibility Test Results
Accessibility test results.
Accessibility test results.
Recommendations
Recommendations
Recommendations report for future iterations
Recommendations report for future iterations
Improvements Plan
Improvements Plan
Improvements plan. This includes backlog items, new features, changes to product roadmap, etc.
Improvements plan. This includes backlog items, new features, changes to product roadmap, etc.
Personae Design
Personae Design
Andrew Smith
Andrew Smith
Age
Age
30
30
Education
Education
Masters in Business Administration
Masters in Business Administration
Status
Status
Married
Married
Occupation
Occupation
Branch Team Member
Branch Team Member
Location
Location
Charlotte, NC
Charlotte, NC
TEch literate
TEch literate
Low
Low
I want an efficient way to submit allegations.
I want an efficient way to submit allegations.
Bio
Bio
Andrew lives in Charlotte, NC. He is a branch team member. He loves working with clients at the local Wells Fargo Branch.
Andrew lives in Charlotte, NC. He is a branch team member. He loves working with clients at the local Wells Fargo Branch.
Core needs
Core needs
•
•
Needs to help clients open new back accounts
Needs to help clients open new back accounts
•
•
Needs to be alert and see if other team members are not following procedures
Needs to be alert and see if other team members are not following procedures
•
•
Needs to file an anonymous report if a team member is not following procedure
Needs to file an anonymous report if a team member is not following procedure
Frustrations
Frustrations
•
•
There is no similar software used for creating reports or allegations
There is no similar software used for creating reports or allegations
•
•
There is no other software to help create anonymous allegations
There is no other software to help create anonymous allegations
Personality
Personality
Leader
Leader
Thinker
Thinker
Analyser
Analyser
Not-Tech-savy
Not-Tech-savy
UI Design Example
UI Design Example
Enterprise Allegation Platform (EAP)
Enterprise Allegation Platform (EAP)
John Smith
John Smith
Last Logged On: 2/7/18
Last Logged On: 2/7/18
Category
Category
Yes
Yes
Reporting Party
Reporting Party
Name
Name
Yes
Yes
Last, First
Last, First
Role
Role
Yes
Yes
Last, First
Last, First
Catergory
Catergory
Yes
Yes
Involved
Involved
Employee Status
Employee Status
Yes
Yes
Active
Active
TM Involvement Conclusion
TM Involvement Conclusion
Yes
Yes
Team member conclusion…
Team member conclusion…
SAR
SAR
Included
Included
Yes
Yes
Yes
Yes
Initially
Initially
Reported
Reported
Yes
Yes
Yes
Yes
Actions
Actions
edit
edit
edit
edit
edit
edit
edit
edit
Add Related Party
Add Related Party
+
+
My Dashboard
My Dashboard
Intake
Intake
Related Records
Related Records
Escalated/Expedited
Escalated/Expedited
Case Details
Case Details
Related Parties
Related Parties
Accounts
Accounts
SAR
SAR
Reporting/Misc
Reporting/Misc
Conclusion
Conclusion
Tasks
Tasks
Post Close Assessments
Post Close Assessments
QR
QR
Tools
Tools
Administration
Administration
Intake and Login
Intake and Login
II Case Status:
II Case Status:
Unassigned
Unassigned
Create Case
Create Case
Next
Next
Case Information
Case Information
Related Parties
Related Parties
SubType
SubType
Yes
Yes
Customer
Customer
General Information
General Information
Save Draft
Save Draft
Submit Form
Submit Form
Cancel
Cancel
Attachments
Attachments
Notes
Notes
Rows per page:
Rows per page:
10
10
1-4 of 4
1-4 of 4
1
1
2 3 4 5 6
2 3 4 5 6
>
>
Reported Party
Reported Party
Reported Party
Reported Party
Last, First
Last, First
Last, First
Last, First
Last, First
Last, First
Last, First
Last, First
Suspect
Suspect
Suspect
Suspect
Active
Active
Active
Active
Team member conclusion…
Team member conclusion…
Team member conclusion…
Team member conclusion…
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Team Member
Team Member
Team Member
Team Member
RP Category
RP Category
*
*
Validation Error!
Validation Error!
Validation Error!
Validation Error!
Expand All Collapse All
Expand All Collapse All
RP Role
RP Role
*
*
RP Type
RP Type
*
*
RP Other Role Description
RP Other Role Description
*
*
RP SubType
RP SubType
*
*
ER Case Number
ER Case Number
*
*
RP Detail
RP Detail
*
*
SSCOT Referral Number
SSCOT Referral Number
*
*
Initially Reported
Initially Reported
No Related Party
No Related Party
Information Known
Information Known
Complaint Case Number
Complaint Case Number
*
*
RP Reporting and
RP Reporting and
Reporting Party Category
Reporting Party Category
*
*
Work
Work
Customer Accounts
Customer Accounts
Interview
Interview
Notifications
Notifications
Resolution
Resolution
SAR
SAR
Personal
Personal
Related Parties
Related Parties
General Information
General Information
Related Parties
Related Parties
Phone
Phone
Related Parties
Related Parties
Web Addresses/URLs
Web Addresses/URLs
Related Parties
Related Parties
Related Parties
Related Parties
Identification Documents (ID)
Identification Documents (ID)
Related Parties
Related Parties
Address
Address
Address 1
Address 1
Address 2
Address 2
Authorization
Authorization
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
Address 3
Address 3
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
City
City
Charlotte
Charlotte
Charlotte
Charlotte
Charlotte
Charlotte
State
State
NC
NC
NC
NC
NC
NC
County
County
USA
USA
USA
USA
USA
USA
Zip Code
Zip Code
80234
80234
80234
80234
80234
80234
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Actions
Actions
Source
Source
Type
Type
Add Address
Add Address
+
+
Rows per page:
Rows per page:
10
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No Known Address
No Known Address
Related Party Notes
Related Party Notes
4,000 Characters left
4,000 Characters left
Form Actions
Form Actions
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
1525 WT Harris Blvd
Charlotte
Charlotte
NC
NC
USA
USA
80234
80234
Yes
Yes
Yes
Yes
Yes
Yes
Header
Header
Visual / Color Hierarchy
Visual / Color Hierarchy
Nested Tables and Content
Nested Tables and Content
Top menu
Top menu
Page title
Page title
Page subtitle
Page subtitle
Tabs
Tabs
Tab menu
Tab menu
Tabs
Tabs
Action buttons
Action buttons
Sub-Tabs
Sub-Tabs
Table level 1 - Start
Table level 1 - Start
Table level 1 - End
Table level 1 - End
Table row - Start
Table row - Start
Table row - End
Table row - End
Content inside table - Start
Content inside table - Start
Table row highlighted on hover
Table row highlighted on hover
Content inside table - End
Content inside table - End
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edit
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edit
My Work List
My Work List
Design System Examples
Design System Examples
A
A
Design & Development Tools Used in this Project
Design & Development Tools Used in this Project
Design & Development Tools Used in this Project
Timy Gonzalez
Copyright © 2025 Timy Gonzalez
Address
Mooresville, NC, USA
My Email
timygonzalez@mail.com
Call Me Now
704-402-4401