Introduction

This project was a collaborative effort between me and my colleague Anjali, to redesign the Customer Management System (CMS). Together, we streamlined workflows, modernized the interface, and improved usability. The redesign reduced cognitive load, increased efficiency, and delivered a scalable, intuitive solution tailored for CMS teams.

Key Challenges

• Inefficient process with time-consuming workflows.
• Lack of hierarchy in both visuals and task priority.
• Poorly structured queues and filters.
• Complex verification flows that were hard to understand and operate.
• Required detailed training/knowledge transfers for onboarding new agents.
• Limited scalability, making it difficult to accommodate new features.

Problem Statement

Defining Problem Illustration

“The existing CMS was inefficient, outdated, and difficult to use, creating unnecessary friction for the agents.”

Business Requirement

• Create a harmonious and consistent design system.
• Prioritize core requirements and essential elements.
• Reduce work time per case to boost output.
• Build a modern yet simple UI that’s intuitive.
• Ensure easy adaptability for new users with minimal training.
• Design a cost-effective and scalable tool that can be outsourced to partner agencies.

Project Goal

• Streamline the entire CMS process with clarity and efficiency.
• Deliver a modern, user-friendly, and scalable design.
• Reduce cognitive load and work time per case.
• Enable customization and scalability for future needs.

Approach

• Collaborated with cross-functional CMS teams to deeply understand workflows.
• Conducted pain point analysis and identified key gaps in usability.
• Explored multiple design directions for inspiration and feasibility.
• Designed with focus on ease of use, scalability, and adaptability.
• Built a system that was modular, configurable, and future-ready.
• Collected continuous feedback from agents and users, iterating on designs to close gaps.
• Ensured seamless implementation by aligning design with business and technical needs.
• Ensured the design satisfied both users/agents and stakeholders.

Impact on Business

• Increased the number of profiles verified and quality of the process.
• Reduction in average handling time for KYC verification.
• Reduced training needs by making the system easy to learn and operate.
• Improved agent productivity and overall efficiency.