Integration of the support workflow to the new ecosystem
Details and examples limited or changed to comply with the non disclosure character of the work.
Year: 2024 / Company: McKinsey & Company
Role in the project: Design Lead
Areas of expertise:
User flows, Strategic Product roadmap
Most utilized skills:
Multidisciplinary alignment, Navigating ambiguity
Overview
Designed the user flows and interface modifications to integrate the new tool into existing presentation design workflows. Adjusted file management processes to accommodate the new system, ensuring a seamless transition for all customers. Focused on creating an intuitive experience to streamline workflows for both requesters and support teams.
Outcome
This work offered clear guidance to developers on both the new tool product team and the support workflow product team, allowing them to build an effective integration. I expect a smooth adoption process for both customers and support professionals, as the interface changes were minimal and reduced complexity, directly addressing user requests.
Old tool required downloads, manual access control, and additional workload, which put data at risk and allowed for human error.
Process with old tool
The new tool seamlessly integrates into familiar processes, streamlining workflows with intuitive automation and prioritizing data security by default.
Process with new tool
Process
The existing presentation design workflows lacked a formal mapping, so my first step was to develop a detailed understanding of their structure. I collaborated with three separate teams, each managing different types of requests and possessing unique technological requirements. One team also faced a technological gap compared to the others. I then worked closely with the new product’s development team and the support workflow teams to assess the feasibility, viability, and desirability of proposed integrations, ensuring a cohesive and efficient solution.
Proprietary request tool team
1.
Request
website
team
2.
Advance
requests
team