TickWeb
Enterprise Customer Support Portal Transformation
Domain·Banking / Regulated Enterprise Systems
Scope·Legacy Thick-Client to Scalable Web Application
Re-architecting a legacy banking support system into a scalable browser-based enterprise platform.
Executive Overview
TickWeb represents the transformation of Erste Group's customer support infrastructure from a legacy thick-client system into a modern, browser-based enterprise platform designed for scale, compliance, and future operational agility.
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Workflow clarity for multi-tier support teams
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Reduced operational friction across distributed teams
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Multi-application integration readiness
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Compliance integrity and audit trail transparency
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AI-readiness foundation for intelligent automation
The Core Problem
The Core Problem
Structural Issues
Legacy thick-client architecture limiting deployment flexibility
System-centric interface mirroring backend structure
Fragmented workflows requiring extensive cognitive switching
Limited integration pathways for emerging tools
Inconsistent patterns creating learning curve barriers
Key Insight
"The bottleneck was not functionality. It was workflow misalignment."
Research Approach
Contextual Inquiry
Direct observation of support staff across three international banking centers. Captured real-time task execution, communication patterns, and system navigation behaviors during live customer escalations.
Work Modeling
Flow Models
Communication patterns between team members
Sequential Models
Task order and decision points
Cultural Models
Role expectations and team dynamics
Artifact Models
Documentation and system outputs
Users weren't asking for better screens. They were asking for workflow coherence.
Strategic Shift
UI Modernization
Surface-level visual updates
Enterprise Workflow Re-Architecture
Fundamental structural transformation
The project shifted from interface redesign to a comprehensive re-thinking of how support work is structured, executed, and scaled across a regulated enterprise environment.
TickWeb Browser Architecture
Why Move to Web
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Thick-client deployment constraints limiting adoption speed
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Version fragmentation across distributed teams
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Platform dependency creating maintenance overhead
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Limited integration flexibility with emerging tools
Browser Architecture Benefits
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Instant deployment across all regions
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Platform-agnostic accessibility
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Seamless integration with web-based tools
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Scalability for future AI and automation layers
Workflow-Centered Redesign
Previous Approach
System-Centric
Interface organized around database tables and backend modules
New Foundation
Task-Centric
Interface structured around actual work activities and user intent
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Consolidated ticket triage view combining customer data, history, and available actions
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Contextual escalation paths embedded directly in workflow progression
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Role-adaptive interfaces surfacing only relevant capabilities
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Unified search spanning tickets, customers, and knowledge base
Designed around intent, not backend modules.
Design System & Interaction Framework
A unified design language built for consistency, scalability, and operational precision across the enterprise support ecosystem.
Spacing Logic
8px base grid system
Component Architecture
Modular, reusable patterns
Interaction States
Clear feedback mechanisms
Iconography Refinement
Functional clarity first
Layout Predictability
Consistent structure
Every component was designed to reduce cognitive load and support rapid decision-making in high-pressure support scenarios.
Impact
Experience Impact
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Reduced task completion time by 40%
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Decreased onboarding time for new support staff
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Improved workflow clarity and role confidence
Operational Impact
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Eliminated deployment friction across regions
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Enabled rapid feature iteration and testing
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Reduced system maintenance overhead
Strategic Impact
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Established foundation for AI integration
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Created scalable multi-application architecture
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Positioned enterprise for future platform evolution
Leadership Contribution
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Led cross-functional design strategy across UX, engineering, and product teams
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Championed shift from interface redesign to structural workflow transformation
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Designed and facilitated contextual inquiry research across three international sites
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Built comprehensive design system and interaction framework from foundation
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Established design governance and component library for ongoing platform evolution
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Mentored junior designers on enterprise UX methodology and strategic design thinking