B2E
Multiple roles
System Integration
Project Type:
Time:
Background
The Problem
AI runs first-pass checks, but unresolved cases still require analysts to investigate, judge, and act.
Risk Analysts review customer actions like large transfers or profile changes. A new AI audit engine was planned to be introduced to run initial checks, but many cases still require human review and remediation.
The challenge was not just scaling audits, but redesigning how AI and analysts collaborate to resolve risks across roles.
Background
Business goal
"Enable 100% audit coverage using advanced analytics, and reduce review time, while freeing staff to focus on complex support needs."
Context
System map
When AI flags an issue, people take over
The system runs an initial audit and auto-allocates unresolved cases to analysts. From there, multiple teams step in: checking, remediating, reallocating, until each case is resolved or passed back to the system.
Context
The Challenge
System Complexity Across Roles & Channels
While AI now handles the initial act, the human side of the system remained unchanged.
Cases that couldnβt be auto-resolved were passed back into existing manual workflows, where Risk Analysts, Operation Analysts, and Team Managers still worked across disconnected tools, channels, and inconsistent review criteria.
Roles
Operation Analyst
Primary task
Review
Review
Remediate
Manage
Primary channel
Voice
Documents
Documents
Coordination
Tools Used
Call Review system
Excel sheet
Branch document
Note tracker
Excel Dashboard
Email
The challenge wasnβt just fragmented tools, it was fragmented perspectives.
Research
User Problems
Every role engages with the system differently, and every disconnect impacts the outcome. Through conversations with 8 users across risk analysis, remediation, and management, we uncovered recurring friction points that shaped our design direction.
Insights we gained:
Progress isnβt visible
Feedback doesn't flow
One system canβt fit all, but one interface must serve all
Solution
Features
To reduce design, QA, and development time, I first mapped out the core features each role would need, then restructured these features around shared patterns, allowing different roles to interact with the same modules (e.g., case check, feedback query) in role-specific ways.
This approach supports:
Feature reuse across Risk Analysts, Operation Analysts, and Managers
Faster alignment and Smoother handoffs between user needs and technical delivery
Solution
Iteration snap
Building on the mapped-out cross-role journeys and shared feature needs, I explored multiple interaction patterns to balance usability, development effort, and business constraints.
These early decisions were made through quick ideation and close alignment with business and engineering, which helped reduce risk before moving into detailed design.
Solution
Final design highlights
Each of these design highlights responded to the challenges uncovered during early research and workflow analysis, helping resolve key pain points around clarity, task ownership, and team coordination.
Case Allocation with Dashboard
Helped managers make faster and more informed allocation decisions
by combining real-time team availability, case load, and status overview into a single screen.
Document/Audio Case Check
Reduced context switching and improved efficiency
by tailoring the case check interface to match different workflows in branches and contact centres, including inline audio playback and transcript access.
Remediation Query
Streamlined cross-role communication
by redesigning the query workflow into a collapsible side panel, enabling clear categorization, quicker reference, and shared visibility of case history and discussions.
This approach supports:
Feature reuse across Risk Analysts, Operation Analysts, and Managers
Faster alignment and Smoother handoffs between user needs and technical delivery
Reflection
Takeaways
This was the first end-to-end product I led from early research to design execution, marking the beginning of my professional journey.
This project reminded me that thoughtful design isnβt always about reinventing interfaces, itβs about aligning with real-world constraints while still improving clarity, efficiency, and trust.
By grounding early ideation in user needs and system limitations, I was able to facilitate alignment across design, engineering, and business.
Balancing usability with implementation effort became a recurring challenge, but also a valuable opportunity to practice strategic prioritization, advocate for scalable patterns, and build shared understanding among teams.
