Banking

Erste Group

TickWeb

Enterprise Customer Support Portal Transformation

Role: Lead UX Designer
Organization: ITC Infotech
Domain: Banking / Regulated Enterprise Systems
Scope: Legacy Thick-Client → Scalable Web Application

Executive Overview

Erste Group’s internal customer support ecosystem relied on a legacy thick-client application that was operationally dense, visually outdated, and architecturally rigid.

The objective was not a cosmetic redesign.

It was to re-architect the system into a scalable, browser-based enterprise platform that:

Improved workflow clarity
Reduced operational friction
Enabled multi-application integration
Maintained compliance integrity
Established readiness for intelligent automation

TickWeb became the web-native evolution of that system.

The Core Problem

Structural Issues

System designed around backend modules, not user workflows
High cognitive load from dense tabular interfaces
Limited integration flexibility
Version-dependent deployment constraints
Drop-offs due to inefficient navigation

Critical Insight

The bottleneck was not functionality.
It was workflow misalignment and decision friction.

Impact

Experience Impact

Reduced cognitive load
Improved task clarity
Faster workflow execution
Clearer system feedback

Operational Impact

Standardized support handling logic
Reduced dependency on legacy infrastructure
Improved scalability across integrated systems
Lower maintenance complexity

Strategic Impact

Transitioned enterprise support from desktop-bound to web-native
Established digital maturity foundation
Enabled long-term intelligent system integration

Case Study