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Banking · Customer Support · Enterprise Workflow
Erste Group
Domain
Enterprise · Banking
Core challenge
Backend support screens were organised around records, forcing agents to assemble customer context live.
Role
Product Designer — research, IA, workflow and high-fidelity design
Key contribution
A customer-centric case and ticket workflow with explicit state, ownership and escalation.
Impact
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— Support restructured around the customer
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— Ticket state and ownership made explicit
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