Admin Console

Agent Admin Console

16% Reduction in Fraud
20% Reduction in Customer Service Call Time
13% Increase in Positive Call Feedback

(CLIENT)

Voice Systems Engineering

(LIVE)

Back

The goal of this project was to redesign internal desktop programs that are used to manage customer accounts. which are know as Order Entry, Financial Portal, Expert View, and Return Call to web-based applications.

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Final Results

Successfully converted desktop applications to web-based platforms, focusing on metrics such as reducing fraud and improving positive call disposition rates. Conducted interview sessions with agents and finance teams to gather insights on their needs. Documented over 100 user story requirements in collaboration with the project manager. Designed high-fidelity mockups and prototypes for the development team, and created a cohesive design system to enhance productivity and facilitate team design expansion.