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IBM Design

CSR Web Portal Redesign
  • UX DESIGN 

  • VISUAL DESIGN

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An  American pharma giant, was improving its customer service vertical by improving the interface design

Team 

5 designers, 1 product lead , 2 business analyst, 30 software developers.

My Role

Design system explorations, task flow, visual design , developer handoff.

Timeline

November 2019 - July 2020

Project Goal  

Improve efficiency and reduction of the amount of operational time of non-value-added activities  of Customer Service Representative  of the company through interface re-design.

 APPROACH

Aligning research with design

“When you come into a workplace and you’re on what feels the equivalent of a DOS machine. That doesn’t make you excited about being a customer service representative.”

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-Devetta

(CSR Employee)

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Clock

TIME

 

Parity with

existing  capabilities of the digital interface without disturbing mental models.

Dry Leaf

CONSISTENCY

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Creating a cohesive visual language with the Apollo design system.

VALUE

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Unified brand image across different verticals for standardised outreach

Coins

"Taking ownership of 3 major sections of the site map, creating designs and getting feedback from sponsor users and develop high fidelity interfaces for hand off to the development team."

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01

02

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03

The project being in its develop and delivery phase had a lot of  user requirements to be designed. These highlighted areas were my key deliverables.

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01

ACCOUNT DASHBOARD

Exploring the visual design of a dashboard.

Involved collaboration feedback from sponsor users.

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02

QUEUE PAGES

Designing for multiple use cases for the tabular pages . Also enhancing its efficiency and usability by introducing elements from the design system

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03

RETURNS AND CLAIMS

Designing for details in multiple types of “return” use cases to maintain consistency in the interface

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DASHBOARD EXPLORATIONS  

QUEUE WORKFLOWS

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VISIBILITY

Associates can instantly access a comprehensive customer record

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  • Indicators

  • Text Truncation

  • Status/Tooltip

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OWNERSHIP

Clearly associate is responsible for which tasks, with no role confusion or competition.

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  • Locking Feature

  • CSR Details

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PERSONALISATION

Associates feel like each view was customised to their role, context and direct input..

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  • Filter

  • Quick Add

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To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of IBM.

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