Overview
I led the UX redesign of a corporate CRM platform used by relationship managers serving enterprise clients at one of Poland’s largest banks. The objective was to move away from system-driven structures and redesign the experience around real operational workflows. I was responsible for defining the product structure, reshaping information architecture, and designing high-fidelity interfaces for key CRM modules, aligning user needs with business and compliance constraints.
Process
I conducted over 30 interviews with consultants and stakeholders across different organizational levels to map real workflows, priorities, and operational constraints. The research revealed misalignment between the system’s structure and how relationship managers actually worked.
Based on these insights, I restructured the information architecture and navigation model to better support daily client management tasks and reduce cognitive load. I collaborated closely with product and engineering teams to validate feasibility and deliver a complete UX concept aligned with business goals and technical realities.
The result was a coherent, workflow-driven CRM foundation demonstrated through a high-fidelity PoC, designed to support future product development decisions.
