Product Design For Enterprise Applications
DESIGN PROCESS - DESIGN TEAM MANAGEMENT - UX DELIVERABLES - VISUAL DESIGN AND STYLE GUIDE - HANDS-ON AS NEEDED
MAKE EXTREME COMPLEXITY SUPER SIMPLE
A major financial services firm needed a new design for its new lending program. It inherited a customer service design that was impossibly complex, and so hard to use that it was imperiling the product.
Design Process, Collaboration, and Mentorship
I led a small agile team that was part of a large cohort of other teams. We redesigned the experience so that it fit the task flow of the key user - a customer service rep. When the rep gets a call, they have to authenticate the customer before providing account information. They also have to rapidly cycle through related hierarchies of information.
Designers shouldn't create complex maps, they should transform them into simple ones.
I quickly created a simple site map.
When customers call, this authentication screen pops up automatically.
The agent can quickly verify that the customer is who they say they are.
Each level of detail generates its own tab, keeping all that information handy so the agent can quickly and accurately speed through the call.
The solution provided unwinds all the complexity, providing a dynamic, user generated UI that provides only as much information as is needed, at the time it was needed.
The UI was so well-received that other teams immediately began incorporating the design patterns into related product designs - saving lots of time while improving the experience and decreasing development costs.
When the call is done, the agent presses the customer's button at the top / right - which closes all the tabs, wiping the slate clean!