Banking
Project: Erste Group – Customer Support Portal Redesign
Role: Lead UX Designer
Objective: Redesign Erste Group’s legacy support portal into a modern, responsive web application that streamlines workflows and enhances customer experience.
Duration: 24 months
Problem
The existing customer support portal was outdated, clunky, and only available as a thick-client application. This not only slowed down customer support operations but also caused high dropout and bounce rates. With competitors improving rapidly, Erste Group risked falling behind.
Summary
I led the redesign of Erste Group’s outdated customer support portal, transforming it from a thick-client system into a modern, scalable web application. Through contextual inquiries, user interviews, and work modeling, I uncovered critical pain points and streamlined workflows. The solution introduced a conversational interface and seamless integration with multiple business applications, improving usability, efficiency, and customer satisfaction. This redesign strengthened Erste Group’s competitive position by reimagining the support experience end-to-end.
