SB

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SB

SB

CS Agent Workspace

CS Agent Workspace

A web app for Customer Service Agents

A web app for Customer Service Agents

A modern web application for the company’s

knowledge base

My Contribution

My Contribution

My Contribution

Role

Role

Role

I was the Lead Designer in this project. I came up with the design system and acted as a full stack designer from start to finish. Transitioning from legacy methodologies to a more modern approach.

I was the Lead Designer in this project. I came up with the design system and acted as a full stack designer from start to finish. Transitioning from legacy methodologies to a more modern approach.

I was the Lead Designer in this project. I came up with the design system and acted as a full stack designer from start to finish. Transitioning from legacy methodologies to a more modern approach.

Overview

Overview

Overview

The goal of the project is to redesign the current Express Pay application used by Credit One Bank. The current application is outdated and requires agents to navigate through multiple applications to solve customer problems, resulting in increased call times and SLAs. The project aims to create a customer-based application that uses omni-channel and offers a 360-degree customer experience. The MVP will focus on the Express Pay feature, which is a significant source of revenue for the bank. The UX team lead by myself  gathered information about the problems faced by customer service agents with the current application and worked towards creating a user-friendly and intuitive interface. 


The new application should be easy to navigate, have minimal training requirements, and eliminate the need for agents to decipher acronyms or search for procedures. The project will require close collaboration between business stakeholders, IT, and the UX team to ensure a successful redesign that meets the needs of the bank and its customers. Updating and redesigning a legacy program (20 years old) only works on internet explorer. Not compatible with edge. 


  1. Designing new application to help customer service agents. 

  2. Replacing the existing applications since it is very outdated. 

  3. Combining different existing applications used by agents into one application to reduce the SLA time of agent.

  4. Design a simple user centric design which will decrease the training time which will help reducing the expenses.

The goal of the project is to redesign the current Express Pay application used by Credit One Bank. The current application is outdated and requires agents to navigate through multiple applications to solve customer problems, resulting in increased call times and SLAs. The project aims to create a customer-based application that uses omni-channel and offers a 360-degree customer experience. The MVP will focus on the Express Pay feature, which is a significant source of revenue for the bank. The UX team lead by myself  gathered information about the problems faced by customer service agents with the current application and worked towards creating a user-friendly and intuitive interface. 


The new application should be easy to navigate, have minimal training requirements, and eliminate the need for agents to decipher acronyms or search for procedures. The project will require close collaboration between business stakeholders, IT, and the UX team to ensure a successful redesign that meets the needs of the bank and its customers. Updating and redesigning a legacy program (20 years old) only works on internet explorer. Not compatible with edge. 


  1. Designing new application to help customer service agents. 

  2. Replacing the existing applications since it is very outdated. 

  3. Combining different existing applications used by agents into one application to reduce the SLA time of agent.

  4. Design a simple user centric design which will decrease the training time which will help reducing the expenses.

The goal of the project is to redesign the current Express Pay application used by Credit One Bank. The current application is outdated and requires agents to navigate through multiple applications to solve customer problems, resulting in increased call times and SLAs. The project aims to create a customer-based application that uses omni-channel and offers a 360-degree customer experience. The MVP will focus on the Express Pay feature, which is a significant source of revenue for the bank. The UX team lead by myself  gathered information about the problems faced by customer service agents with the current application and worked towards creating a user-friendly and intuitive interface. 


The new application should be easy to navigate, have minimal training requirements, and eliminate the need for agents to decipher acronyms or search for procedures. The project will require close collaboration between business stakeholders, IT, and the UX team to ensure a successful redesign that meets the needs of the bank and its customers. Updating and redesigning a legacy program (20 years old) only works on internet explorer. Not compatible with edge. 


  1. Designing new application to help customer service agents. 

  2. Replacing the existing applications since it is very outdated. 

  3. Combining different existing applications used by agents into one application to reduce the SLA time of agent.

  4. Design a simple user centric design which will decrease the training time which will help reducing the expenses.

Research

Research

Research

  1. Conducted Heuristic Analysis on existing design.

  2. User Interviews (1 on 1)

  3. Moderated testing

  4. Questionnaires

Insights and Analysis

Insights and Analysis

Insights and Analysis

  1. High level learning curve application is dated, hard to use unless you are highly trained.

  2. Training takes too much time and costs too much money. Not cost efficient.

  3. Multiple applications need to be used for one process which could be streamlined better.

  4. Increases time to solve one intent. About 8-12 applications daily.

  5. No transaction history, have to go through everything manually and find information and page refreshes after every click.

  6. No email support, only fax and physical mail documents supported.

  7. The new application should be easy to navigate, have minimal training requirements, and eliminate the need for agents to decipher acronyms or search for procedures.

  8. The project will require close collaboration between business stakeholders, IT, and the UX team to ensure a successful redesign that meets the needs of the bank and its customers.

Goals

Goals

Goals

  1. Update and redesign a legacy program (20 years old) only works on Internet Explorer and is not compatible with Edge. 

  2. Design a new application to help customer service agents. 

  3. Replace the existing applications since it is very outdated. 

  4. Combine different existing applications used by agents into one application to reduce the SLA time of agent.

  5. Design a simple user centric design which will decrease the training time which will help reducing the expenses.

Designing Process :

Designing Process

Designing Process :

Information Architecture

Information Architecture

Information Architecture

Journey Maps

Wireframes

Final Result

Final Result

Final Result

This is an ongoing project that is in production. If you want to learn more about this project, let’s set up a time and talk.

If you want to learn more about this project, let’s set up a time and talk.

This is an ongoing project that is in production. If you want to learn more about this project, let’s set up a time and talk.