CRM SaaS Legacy Redesign
Stakeholders (Project Team): Project Design Manager (me), Project Manager (Canada), Product Owner (India), Development Engineers (U.S.)
Problem: American Express retired their legacy CRM (Pega) and decided to build a custom CRM branded as Go2Java built on React. This initiative was global throughout all international markets (U.S., India, Japan, Mexico, Sweden, Hong Kong, U.K., etc.).
My Role: I was the lone UX/UI Designer on the team and tasked with all UI and UX redesign and branding efforts. Create wire-frames and mocks in Figma. I worked with each international market individually and customized the UI to each markets requirements (country laws, address requirements, customer requirements, and more), while also ensuring accessibility consistency and enterprise branding across markets. Manage all aspects of the design process and collaborate with the stakeholder team throughout the project lifecycle.
Japan Journey
This project called for numerous meetings in the late night (Eastern Standard Time, USA) to meet with the business leaders in Japan.
Since Japan does not use the Latin alphabet, I had to familiarize myself with two of their native alphabet systems: Katakana and Kanji.
We relied heavily on the Japan market leaders to make us familiar with the country customs, traditions, and Japanese financial and banking habits. This proved challenging to learn the different ways Kana and Kanji are used, the home address system and the different uses of phone numbers - to name a few. Along with these we needed to learn their pain points and areas for improvement. While intaking the customs and traditions, we also provided our expert business and design standards to provide the best user experience for all their customer care professionals. The challenge was taking their outdated system and creating an approach to reorganize their legacy Ul into a modern Ul that fit into our Go2 Java CRM system. All work for Go2 was done in Figma. This project is now live internally.
Gold Card B2B - B2C (Japan)
Legacy Pega (Japan) - Basic Card Information
Pega - Personal Information (Input)
Pega - Personal Information (Read-Only)
Go2Java - User Info card (Katakana & Kanji)
Go2Java - Supplemental Card (read-only)
Go2Java - Edit Applicant Info (Input)
Business Checking Account (U.S.)
The below Variables are based on the selections by the internal CCP (Customer Care Professional) that align with the customers information and needs. Each variable displays different options. I worked hand-in-hand with the CRM Project Manager to align on requirements and guaranteeing the hand-off to the Development team ensured the mocks were followed and led to a successful launch and consistency.
Legacy Pega CRM (U.S.)
Business Checking - variables 1
Business Checking - variables 2
Business Checking - variables 3
Business Checking - variables 4
Business Checking - variables 5
Business Checking - variables 6
Business Checking - variables 7
Business Checking - variables 8
Business Checking - variables 9