Project Background

Guardian was looking for a way to build a custom solution for their antiquated customer service portal which was the backbone of the company. All of their customer service reps used an outdated piece of software with a 6-week training schedule for new hires. I worked over an 8 month period interviewing SMEs, customer service reps, and developers and using an iterative design process to architect and create a new customer service portal. This portal contextually presented customer information and functions to CSRs, reducing call time, and was projected to cut training time in half.

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My Role

Interaction design, project management, visual design, design system development, interviewing, user research, prototyping, usability testing, documentation, technical analysis