Employee Web Tool for Managing Customer Accounts

Problem: The bank was known for great customer service, but agents were stuck using an outdated system that slowed them down.

Solution: Collected employee feedback and worked with UX, dev, and product teams to improve system logic and UI. The dev team built a new interface using React with a SQL backend.

Impact: Improved functionality for 1,000+ employees, making customer service more efficient.

Lesson Learned: Internal tools need just as much UX attention as customer-facing ones, and it's best to let UX experts do what they do best.