Unified Desktop (Goldman Sachs)
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Year
2023 - Present
Services
UX/UI
,
UX Research
,
Intro
Unified Desktop is a data-driven CRM tool that replaced a fragmented process, reducing agent handling time by 44 seconds and saving $3.7M in operational costs. (Under NDA)
Process
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.
Bound by NDA Agreement, please reach out at seekwendy@gmail.com for more information.
Result
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.
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About me
I'm passionate about merging user-friendly design with frontend development for seamless user experiences.
With a diverse background in advertising, graphic design, print design, and social media, I bring a creative and multidisciplinary approach to every project.
With a diverse background in advertising, graphic design, print design, and social media, I bring a creative and multidisciplinary approach to every project.
In my free time, I enjoy traveling, playing ukulele, bouldering and hiking with my dog, Blu.
