Santander mortgage division manage thousands of calls a month from customers wishing to redeem their mortgage. The telephony teams needed a new application to help them manage and service those calls. This was also part of a wider programme of redundancy and upgrading systems to new technology. I worked as the lead UX in defining the user experience and the design of the user interfaceof the application that was built in Angular and was integrated with Santanders mainframe.

Deliverables

· Map Front Office Agent Personas

· Map Back Office Agent Personas

· Map the Front Office Redemption call process

· Map the Back Office Redemption call process

· Map the user journey for Front Office agents

· Map the user journey for Back Office agents

· Web application for use on desktop machines via a browser (IE)

· Call guide transcripts mapped to user journey

· Journey maps for all personas (front and back office agents)

· Wireframes and prototypes

· New UI components for component library