A unified CRM platform for banking support agents — handling live queries, RBI compliance, promotions, and performance analytics across a single, coherent interface.
Banking CRM agents were context-switching across disconnected legacy systems — a separate tool for customer chats, another for RBI notifications, another for performance data. Every switch cost time. And in banking support, time directly translates to compliance risk and customer satisfaction.
The primary user: a Senior Banking CRM agent — medium tech proficiency, high compliance responsibility, drowning in legacy system friction. Her daily workflow shaped every design decision.
A double-diamond process — discover the full scope of the problem before committing to a single screen. Low-fidelity wireframes validated logic with stakeholders before any pixel was polished.
Wireframes were built at low fidelity first to validate the information hierarchy and screen structure with stakeholders — before any visual decisions were locked in.
A fully designed product — from research and personas through low-fidelity wireframes to a complete high-fidelity UI system — covering every core workflow of a banking CRM agent.
