M&T Bank

Redefining the Request Management Process & Ticket Journey

Role: Design Lead

Objective

To redefine and optimize the request management process and ticket journey by addressing existing pain points, introducing automation, and delivering a scalable solution that supports multi-tiered roles and improved efficiency.

Team Structure

  • Design Lead: Provided strategic direction, oversaw the design process, and ensured alignment with project goals.

  • Junior Designer: Supported the design process through component creation, prototyping, and documentation.

  • Senior UX Research Strategist: Conducted research to uncover pain points and validate proposed solutions.

  • Business Analyst: Assisted in documenting requirements, mapping current processes, and ensuring alignment between technical feasibility and business needs.

Challenges

  • Manual Processing: The existing process relied heavily on manual tasks, causing inefficiencies.

  • Email Overload: Team members were managing multiple inboxes, complicating the ticket journey and response times.

  • Scalability Issues: Role definitions in the system were fragmented, making it difficult to scale or streamline processes.

Process

  1. Research and Analysis:

    • Partnered with the Senior UX Research Strategist and Business Analyst to map the current landscape and identify pain points through interviews, workflows, and data analysis.

    • Documented the ticket journey to uncover inefficiencies and areas for potential automation.

  2. Design Principles and Strategy:

    • Established design principles to guide solution development, focusing on simplicity, scalability, and automation.

    • Prioritized areas of opportunity based on research findings and stakeholder input.

  3. UI Lift and Optimization:

    • Delivered a fully annotated UI lift for the solution, ensuring adherence to the design system with detailed naming conventions and references for components.

    • Worked closely with the junior designer to create scalable and reusable UI components.

  4. Iterative Refinement:

    • Collaborated with engineers to align on technical feasibility, making iterative adjustments to ensure the solution could be effectively implemented.

    • Introduced automation features to reduce manual processing and integrated role-based access to streamline ticket handling.

  5. Scalable Role Definitions:

    • Defined multi-tiered roles within the system, ensuring scalability and streamlined processes for future growth.

Solution

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Impact

  • Increased Efficiency: Automation reduced reliance on manual processes, resulting in faster ticket resolution times.

  • Simplified Workflows: Centralized communication channels replaced the need to manage multiple email inboxes.

  • Scalable Framework: Role definitions and streamlined workflows supported system scalability and improved operational efficiency.

  • Seamless Handoff: Annotated UI designs and defined naming conventions enabled smooth collaboration with engineers.