Project summary

Santanders service teams needed an upgrade to their servicing systems. Senior stakeholders had decided to move all mortgage servicing functions in to Salesforce. My role as a UX Lead was to map all the types of mortgage service calls from customers and create dashboards and flows for front office and back office call handlers. Working with business analysts, product owners and call staff we mapped all the service staff profiles against levels of access to their required functionality. I created a prototype in Figma using the Salesforce experience cloud user interface library to use to validate and steer the design of the new experience.

Deliverables

· Map call type task flows and convert to journeys in Salesforce UI

· Work with analysts to map data requirements within journeys

· Map journeys to user profiles

· Capture information requirements for dashboards (reporting)

· Map all call types with business analysts

· Create prototypes of the end to experience for call handlers for all mortgage servicing call types

· Test and validate flows and wireframes (using Salesforce experience cloud component library)

· Create designs utilising the Santander Salesforce component library (Financial experience cloud)