Enables bankers and advisors to conveniently assist their clients by creating service tickets on the go, streamlining the support process.
Redesigned the existing application to improve usability and successfully scale the experience to mobile—empowering users to initiate workflows from anywhere.
These enhancements boost accuracy and first-time request completion, enabling advisors to efficiently support clients on the go—delivering faster, more reliable service anytime, anywhere.
When we can’t predict what users will select, our goal is to keep things simple—making it really easy for them to search and navigate without getting stuck or overwhelmed.
Enable users to search with relevant terms that resonate with them
Use plain, familiar language to provide clear context and instructions
Offer only the most relevant choices to avoid overwhelming the user
Ensure the experience feels intuitive and similar to the apps users interact with daily
Leveraged user insights and behavior data to proactively surface relevant options, reducing the need for manual search or browsing and streamlining the overall experience.
Recent Client
Recent Workflows
Commonly used workflows (by role)
Commonly used workflows (by role)
Date & Time of day
Analyze user behavior to deliver personalized, real-time suggestions based on their preferences and actions
Ensure users never have to search for the same item twice by providing intuitive navigation and easy access to previously viewed content.
Continuously refine the data model with each use, leveraging user interactions to improve accuracy and relevance over time
Users often follow the same path when creating workflows.
Participants heavily rely on training and knowledge sharing, yet key features often go unnoticed.
Users want to do multiple things at once, so we need to make multitasking easier.
Many users have suggested that the ability to add documents directly to requests would make the workflow much smoother and more efficient.
Imagine a scenario where multiple tickets follow one another. Streamlining this process would be a game-changer, saving a ton of time and reducing unnecessary clicks.
Added a onboarding flow to show users the most important features. This way, they can easily find out how to use the app better and get more out of it.
Offers users a quick way to access frequently used request types, like a ‘favorites’ section, making things easier and more convenient.
Big improvement to how we attach documents to requests. Now, processors will have all the info they need to handle requests quickly and accurately.
Give users the ability to see how tickets are progressing and when they’ll be finished, so they know what to expect.
Give users suggested workflows that are often started together, making their process smoother and boosting their productivity
Based on the findings from interviews and usability testing, we decided on these 4 features as starting points.
Amanda had just got married! She is moving on to the new chapter of her life!
While Amanda is excited about plans for the future, she is also worried about her finance at the same time.
She wants to talk to her advisor about her plans for the future, like having kids and buying a house.
She sends her advisor Chris an Email and schedules a phone call for tomorrow.
At 10:32 AM, Amanda receives the call from Chris, and she tells Chris that she had just got married, her partner and her want to buy a house together.
At 10:32 Am, as soon as the morning meeting is over, Chris commutes back to the office. While on the way, he calls Amanda ..
From the conversation, Chris understands her concerns and offers her the option to open the joint account for the mortgage.
He also notices that a few information on her account needs to be updated, like her legal name and marriage status.
In current state, Chris has to jot down notes and use the desktop back in the office in order to launch the workflows for Amanda.
With the integration into Mobile app, Chris can quickly launch the workflows as soon as the conversation is over.
After completing the mid-fi screens, we conducted user testing to gather feedback on potential usability issues, ensuring a solid foundation before advancing to the high-fidelity prototype
After finalizing the mid-fi screens, we tested the concepts with users to identify potential usability issues, ensuring we addressed concerns before moving on to the high-fidelity prototype
The majority of users praised the ability to initiate multiple workflows for an account simultaneously, appreciating the increased efficiency and time savings
We used behavioral data to suggest frequently launched workflows based on past usage and account types—similar to a “smart favorites” system. It felt tailored without being intrusive.
Give users the chance to kick things off with their most-used workflows, based on what they’ve been doing lately. Think about workflows they use often and account types that work best for them. These suggestions are powered by AI, analyzing their usage patterns and giving them personalized, data-driven recommendations.
Users showed strong interest in this capability, recognizing that directly attaching documents would significantly streamline the process and enhance overall efficiency
Users frequently follow the same path when creating workflows. Requiring them to repeat these selections for each request increases the number of clicks and adds unnecessary friction to the process.
Dropped from 8.1 % to 5.2%
The majority of users expressed a strong desire to initiate multiple workflows simultaneously, highlighting the need for greater efficiency and time-saving
Many users suggested that the ability to add documents directly to requests would be a significant benefit, streamlining the process and improving efficiency.
