Our goal was to enhance the speed and efficiency of customer account lookups for bank customer service representatives.
The project focused on redesigning the internal software system used by customer service agents for locating customer information. Our aim was to reduce the time it took to access relevant account details and to improve the accuracy of search results.
Client
Co-op
Agency
Philosophie
My Role
Product Design
Team
Delivery Lead
Engineer
Product Designer
Tools
Figma
Miro
Photoshop
Project Length
6 weeks
Achievements
🔍
Reduction in Account Lookup Time
Post-implementation, the average time for account lookups decreased by 40%, significantly speeding up customer service interactions and allowing agents to handle more queries in less time.
👍
Improvement in Customer Satisfaction
Surveys conducted before and after the system overhaul showed a 25% increase in customer satisfaction scores, reflecting the direct impact of quicker service and reduced wait times on customer perceptions.
🎓
Efficiency in Training
The time required to train new customer service agents on the account lookup system was cut by 50%, as the more intuitive design and streamlined processes made it easier and quicker for new staff to become proficient.
Hi-Fidelity Screens and protypes
