Unified Desktop (Goldman Sachs)

Unified Desktop (UD) is a Customer Relationship Management (CRM) tool designed for our Apple Card servicing agents, replacing a fragmented system that required agents to switch between multiple screens.

UD streamlines workflows, improves customer satisfaction, and reduces technical debt by consolidating various systems into one platform.

As the Designer, I conducted user research, on-site interviews, and monthly chat support to uncover agent and customer pain points, while designing and testing solutions for complex workflows, maintaining the design system, and collaborating with cross-functional teams to achieve business goals and enhance customer satisfaction.

Our efforts reduced agent handling time by 44 seconds within the first week of launching UD, resulting in $3.7M in cost savings and significant improvements in both customer satisfaction and agent workflow experience.

Please reach out if you’d like to learn more about my design process or the impact of my work.