State of Washington deals daily in bulk transactions and processes. Every transaction follows its distinct path and involves various student touchpoints. Moreover, these transactions take place on a national scale, spanning both online and offline channels. The CRM they're currently is very outdated.
The main difficulty lay in overseeing the progress of these numerous operations, ensuring no task was overlooked, and assessing the overall business’s well-being. To address this issue, they required a centralized platform that could centralize all operational aspects and foster improved team collaboration.
Collaborating with the Product Manager, my role was to address the following objectives based on research as well as business and technical requirements, create a more immersive experience, make better use of the integrations, design an adaptable interface for future feature additions or refinements, and, ensure accessibility for users with vision impairments.
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21+ years of ux ui design showcased below
/final words
One major learning from this project was the importance of prioritization. Redesigning a surface with so many possibilities poses a risk of getting lost in those possibilities instead of focussing on the core jobs-to-be-done. By prioritizing the most important elements of this interface for users and the business I managed to spent time on the elements of importance rather than chasing possible additions of unclear value.
