Overview
I contributed to the redesign of a CRM system supporting retail banking consultants working with individual clients. The project focused on improving usability of daily customer service workflows while adapting selected interaction concepts previously developed for the Corporate CRM platform to a different business context. My role involved shaping UX improvements and supporting the creation of a more efficient and consistent consultant experience.
Process
I analyzed existing consultant workflows and identified opportunities to reuse proven interaction patterns from the Corporate CRM project while adapting them to retail banking processes, which required different operational priorities and data structures. I collaborated closely with product teams and stakeholders to refine workflows, simplify navigation, and improve information clarity. The work resulted in a more intuitive CRM experience tailored to retail consultant needs while strengthening consistency across internal banking tools.
