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
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.
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.
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.
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.
Scalable Role Definitions:
Defined multi-tiered roles within the system, ensuring scalability and streamlined processes for future growth.
Solution
*Please select samples below to view full display.
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.