Project summary

Santanders telephone customer support agents process calls from customers wishing to make overpayments on their mortgages. This application has been designed to enable front office agents to take payments and process them real time on calls.

Deliverables

· Capture the business process analysis

· Capture the overpayment call scenarios

· Map the overpayment process

· Conduct call listening on overpayment calls from a range of customer profiles

· Workshops with stakeholders to agree direction and map requirements

· Capture current process failures

· Create low fidelity concept wireframes v1

· Capture journey maps and refine with testing to iterate towarsd an approved flow

· Create end to end prototypes - test and iterate towards a validated design

· Create component designs based on approved wireframes

· Create supporting guidelines and UI collateral for component library