Agent Platform Experience

Wireframes + Prototyping + Design Library | Consumer Wealth Management

Dashboard View

One-stop-shop for customer support tools

Upon connecting with a customer and accessing their account, agents receive a smorgasbord of tools and actions they may take to solve the problem. The expansive and thoughtfully architected dashboard groups, organizes, and displays detailed account information at a glance. The left side panel, in particular, became a known and trusted hot spot for agents in search of primary actions.

Case Management Process

Back-of-office workstream

Non-customer-facing agents are focused on tasks and outcomes. Cohesive to the customer-facing agent experience, this view serves up pertinent details upfront, but focuses on a linear path to completion as the agent moves down the screen. Tasks are surfaced with clear CTAs and equipped with clarifying and reassuring submission confirmation.

Design Library

Design, documentation, and governance

In the span of 6 months, we transformed a scrappy ad-hoc design library into a sophisticated, standardized, and versatile design system that was custom tailored to the platform. In order to support multiple fast-paced designers, all supporting documentation was crucially detailed and implementation guidelines tightly governed.