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We began the project by immersing ourselves into the call center world. We sat with customer service reps as they answered calls and mapped their call journeys. By listening to their interactions with customers, we could observe their workflow challenges and devise ways to simplify the process. Our design team proposed a single dashboard interface to replace the legacy system, while making sure to comply with strict federal banking regulations. We provided navigation cues to guide the customer rep, letting the software flow at the same pace as the call. Likewise, complex information appeared intuitively and at the right moments, which gave Bank of America reps the right tools to serve more customers, more efficiently.

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