Selected Works from Deloitte Digital
Lab Approval Request Portal
A tailored experience for corporate labs to request approval for meeting compliance measures at a Federal Government Agency
Customer Agent Experience
A simplified widget for Federal Financial Regulatory Bureau support agents to quickly create, find and update complaint submitter accounts
Lab Approval Request Portal: High-Fidelity Prototype
A large federal agency handling approval of lab-manufactured goods and chemicals needed a digital solution for their yearly safety protocol approval processes. As most end-users of the intended system would be large, legacy corporations, the solution demanded simplicity, elegance, and ease-of-use. Additionally, the solution needed tailored experience to the specific compliance measures that applied to each particular user.
I developed wireframes for the full Lab Approval Portal for users to submit new applications, review outstanding approvals, answer common questions about the approval process, and send questions about their needs. The wireframes leveraged a combination of reusable components from the Salesforce Library accompanied by custom UX when necessary. The approval application process was adapted from several paper forms with inconsistent and confusing instructions, to a streamlined, step-wise experience. Users are initially shown which pieces of the approval process to which they were beholden, so they could adequately prepare to submit their materials, and are given clear progress markers throughout the process.
Users are also given clear pathways to reconcile outstanding or rejected applications, by providing a virtual “file cabinet” for all of their submissions. No more rummaging around to find your approval from 3 years ago!
Customer Agent Experience: User Flow
A federal financial regulatory agency intakes consumer complaints about financial institutions through several channels — through connection with other agencies, through an online self-service portal, and by phone through a 300-agent call center. The complaint management system was completely transformed in 2017, when the legacy system replaced by a new Salesforce implementation. While the self-service portal streamlined the front-end user experience, after a couple of years using the system call center agents still reported confusion when intaking complaints, specifically around locating existing complaint submitter accounts and associating them to new complaints. Many of the issues the agents faced were due to complex database structures required to support the complaint management system; a large volume of submitters reported incorrect, erroneous or missing communications about their complaints as a result of agents’ confusion around this existing process.
Working within the constraints of the existing database requirements, I devised an updated user experience for a simplified widget agents could add to their complaint servicing interface to quickly and easily create, find, and update complaint submitter accounts. This stripped the process down to its most basic functions — eliminating clutter and jargon previously associated with the procedure. Agents could more quickly verify complaint submitter information, ensure the correct person was associated to the complaint, and solidify the communication channels through which submitters would receive information about their complaints. After implementation, reports of incorrect or missing complaint communications decreased by 85%.