Case Study

Streamlining Customer Experience in a Complex Dual-System Migration

Problem

During a dual-system migration, customer and employee experiences became fragmented across legacy and new platforms—creating friction in high-touch workflows like money movement. Leadership lacked clarity on where to focus efforts to troubleshoot first and improve customer satisfaction.

My Impact

I facilitated cross-functional prioritization workshops that brought executives and SMEs into alignment around two critical customer touchpoints. I translated research into clear journey maps and a ranked implementation roadmap, giving stakeholders confidence to direct their teams through multi-phase migration implementation.

Engagement Outcome

The resulting strategy empowered operations, training, and service teams to focus on high-impact fixes that reduced support call volume and safeguarded millions of transactions during the system transition.

Key Methodologies

• Stakeholder Workshops: Facilitated cross-functional sessions to identify and rank customer and employee pain points

• Journey Mapping: Visualized customer and employee experiences across both systems

• UX Research: Conducted SME interviews and synthesized findings into succinct, actionable insights

• Strategic Alignment: Created executive-facing artifacts to support confident, coordinated action