About this project
As a product designer, I collaborated with multiple stakeholders including product owners, developers, and program managers, to create an interactive prototype that could be shown to current and prospective clients.
This application is a customer service portal that allows bank customer service representatives to assist banking customers with account issues, review transaction history, and manually perform customer rewards redemptions. This application also has an administrative tool for bank managers to set up bank rewards programs and set account permissions.
• Primary audience: Customer Service Representatives
• Secondary audience: Bank product and program managers
The company’s clients, who are banks, want an application for their customer service representatives to easily assist bank customers enrolled into the rewards program.
My company has previously built a customer service application but it must be redesigned to incorporate new features of the customer-facing rewards platform and be intuitive enough for current bank customer service representatives to use the new features without additional onsite training.
Ideating a solution
One of the company’s requirements is that I leverage as much of the existing client solution, so I evaluate the solution to expose interactions and other attributes that may not work for all clients. I then explore various options that solve the business and customer goals and reuse issues, then narrow to one or two key solutions. I use task flows to determine the flow and voice as the application requests information from the user and their possible responses (conversation first design). This helps inform the flow of the interaction and also exposes moments of friction.
Sketching for feedback
I sketched potential solutions on paper sketches for immediate feedback from stakeholders.
Validating the results
If possible I test with users, if not I use internal resources. Testing can be done with sketches or prototypes.
In this case, I was not able to access customer service representatives directly. Instead, I tested with our internal product managers, as they were the ones who were helping to train our client’s customer service representatives and understood their pain points.
High fidelity mocks for testing
This is the Account Summary page where customer service representatives can review all cardholder details including identifying information, program enrollments, and 3X reward category information. Cardholder identifying information is also in the sticky left side rail so it can be seen by the customer service representative as they move through the other pages of the application.
The Statement Credit redemptions page allows for customer service representatives to redeem points for statement credits on behalf of the customer.
On the Points Activity page, customer service representatives can view customer redemption transaction history, allowing them to search by start and end dates, and filter by points earned, points redeemed, and rewards category changes.
There was friction between the best user experience for the customer representative portal and limitations with the back-end software design. Additionally, many of the back-end software was owned by multiple teams and created in “silos” so the functionality for similar tasks was quite different.
In the end, all teams involved agreed the new design would be the better user experience and worked to make the changes.