When customers experience an error in how their account is handled, Wells Fargo has a remediation process in place to rectify the situation.

This process, however, was overly complex, involved a wide variety of roles, and simply took too long. Our goal was to create a single platform that could help stream-line and improve the process for both Wells Fargo employees and customers.

My role. Deep process dives and designing for increased efficiency.

We used this knowledge to completely re-think the remediation process, with an eye toward gaining efficiencies in approvals, review times, and information gathering. These small efficiencies would add up to a measurable reduction in customer wait time.

As a Lead UX Designer on the project, I was responsible
for assisting with user research, interpreting user needs into core flows, designing these flows, and presenting the work to executive leadership. Through interviewing over
10 different roles, our team gained insight into individual priorities and deep process knowledge.

Core Structure

moved through a system and could be passed from one individual to the next. This was combined with personalized to-do lists for each person, advanced search methods, and a high-level dashboard that provides up-to-date stats.

The entire structure of a remediation needed to be re-thought. We started by creating simple and easy-to-follow task timelines for each team working a remediation.
Then, each remediation was re-invented as a card that

Component Library

Our team created a comprehensive component library that was then handed off to our client.