Bank of the West
Customer Service Intranet
E*TRADE Examples
Customer Service Intranet
The Challenge
In the Spring of 2002, E*TRADE began migrating their legacy middle- and back-office systems to a new web-based platform.
This platform was to become an integrated suite of Customer Service functionality, incorporating an existing intranet, several third-party software applications, new vendors and a collection of proprietary tools.
The first step was to establish a flexible, scalable site structure.
(image blurred to protect non-public design)
My Role
I was the sole designer assigned to this project, responsible not only for structure and functionality, but also look & feel.
I met with stakeholders from different business groups and helped them to write their requirements and conceptualize a solution.
I found a strong desire to display all available information on a single page, rather than using navigation to organize the data.
Working closely with tech leads and project managers, I provided specification documents for a half-dozen major efforts, and almost as many spin-off projects.
I created wireframes for the 200-300 pages to built.
(image blurred to protect non-public design)
The Result
My wireframes guided the front-end developers, aided the integration of the back-end systems, and served as the primary reference for QA testing.
The new platform provides better tools for our call centers, better support for our customers, and substantial savings for the company.
The new design provides all available customer information in a single view.
(image blurred to protect non-public design)
