UI DESIGN
Banking Experience:
Site Redesign.
My role
Visual Designer &
UX Research
Duration
July to October
(2018)
Tools
Photoshop, Invision, Illustrator, Excel, Notion
As a visual designer for Kasasa LTD, I created responsive and user-friendly websites for banks and credit unions to drive growth and attract younger customers while keeping older ones satisfied. I worked with copywriters and team leads to develop effective design and content strategies based on user data and UX best practices.
The Redesign Process
Define
Empathize
Ideate
Design
Prototype
Background
In 2016, Dell and EMC merged and adopted Salesforce Lightning as the unified CRM platform for Tech Support Agents. In 2022, a user survey identified pain points in the Work Order Creation process, leading to an initiative to redesign the User Flow.
Problem:
Agents are required to enhance customer satisfaction but face obstacles such as excessive clicks, extra steps, and slow performance.
Opportunity:
Simplifying the Ui for the Work Order Creation page can save time, automate tasks, and enhance the overall user experience.
Ideate
To redesign the Work Order Creation page, I took the following steps:
-
Audit page with IT and Business stakeholders.
-
Review system calls with Solution Architects.
-
Review labels and messaging with Content Strategist and Business POC.
-
Plan Automation with Solution Architects and Business stakeholders.
-
Create a new user flow design with two starting points for Work Order creation.
-
Redesign page layout based on user feedback, feasibility, and business input.
So what changed?
1. Automate Work Order creation with a Connected Model through Next Best Action (NBA), a guided flow in Salesforce.
​2. Use a Disconnected Model to allow agents to select a service type and access a simplified Work Order creation page.