Customer Service Intranet
This project focused on consolidating a set of internally developed applications into a single, web-based platform used by customer service teams. The underlying systems had evolved independently over time, resulting in fragmented workflows and inconsistent access to critical customer information.
The primary design challenge was defining an interaction structure that could unify disparate tools, support varied workflows and hide underlying system complexity while remaining practical to implement.
The platform was designed for expert users who relied on it continuously throughout the day. The customer service team explicitly requested information density over visual styling or progressive disclosure.
This required setting aside many conventions common in consumer-facing design and focusing on clarity, scanability, and predictable structure at high information density so users could move quickly without losing context.
The Challenge
E*TRADE undertook a major effort to bring together its legacy middle- and back-office systems into a single, cohesive 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.
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My Role
I began by analyzing the existing tools, reviewing prior research and working with customer service teams to understand goals, constraints and pain points across different workflows.
High-fidelity prototypes were used to explore interaction structure and surface behavioral tradeoffs early. This s helped to align product, design and engineering before implementation details were locked in. As the work progressed, these prototypes became a shared reference for usability testing, stakeholder review and eventual build-out.
Once the overall structure was established, I focused on detailing interaction patterns, states and edge cases to support reliable implementation and long-term scalability across the platform.
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The Result
My wireframes served as the primary reference for front-end development, back-end system integration and QA testing, helping ensure consistent behavior across the platform.
The resulting system unified multiple internal tools into a single, coherent experience while preserving the information density and speed required by expert users. By making system behavior more predictable across workflows, the platform became easier to maintain and evolve over time.
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