From 5-day sprint to global employee platform
I co-created an employee platform that began with a five-day design sprint and is now used by more than 80 financial institutions in seven regions.
The project
My role
Sprint: design expert—turned research and requirements into tangible prototypes we could test in five days.
MVP: design generalist—uncovered needs, shaped requirements, designed interactions and tested with users.
Scale: lead designer—built a team, coached and mentored, and set product design strategy while staying hands-on.
The personas
Contact-centre agents and relationship managers who need to diagnose problems and act quickly.
The problem
Agents worked across fragmented, slow systems. Getting context took too long, first-time resolution suffered, and frustration spilled into the customer experience.
Constraints
B2B2C across different institutions, systems and ways of working. Highly regulated, with limited access to quantitative usage data.
Our approach
Start small, prove the value
We began with a five-day design sprint and shipped the thinnest useful slice so real people could try it. From there, we refined and extended the product release by release.
Design highlights
Where it started: the sprint
A flow that let an agent understand the issue and act without losing sight of the customer. It surfaced the right information at the right moment, building confidence that the next step was correct.
Early MVP: scrappy concepts for common enquiries
We tested login and payment issues first. These early prototypes helped us explain our intent to stakeholders and test our hypotheses quickly with customers.
Today: from reactive support to proactive help
The experience has grown from fixing issues to spotting them earlier and supporting more domains, including wealth and commercial servicing. That helps staff diagnose faster, handle volume better and support more roles across an institution.
Challenges
What was hard
Different banks have different systems, processes and cultures. Regulation limits the data we can collect.
How we handled it
We learned by visiting teams, observing work, and combining their feedback with simple adoption signals to decide what to build next.
Outcomes
From hypothesis to used by 80+ financial institutions across seven regions.
Clearer context, fewer hand-offs, faster paths to resolution.
Stronger agent confidence and a platform that can scale across teams and markets.