Costumer service platform
eManuals is KeyBank’s platform for comprehensive policies, procedures, and guidelines designed specifically for contact center associates.
Overview
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Led cognitive walkthroughs with KeyBank contact center employees to identify key challenges and problem areas.
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Facilitated usability brainstorming sessions to generate solutions for improving information architecture, organization, and UX/UI of the platform.
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Streamlined user flows by reducing the number of pages for quicker navigation.
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Integrated UX trends, heuristic principles, and the KeyBank Design System into final design recommendations.
WORK DONE
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User research
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Usability testing

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Ideation & brainstorming sessions
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Information architecture
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Wireframing
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Lead UX design
Ideate on the right problems
WHAT WE LEARNED
By identifying themes and insights from the cognitive walkthroughs with employees, we uncovered our user’s pain points.​
PROCESS
During brainstorming sessions with other UX designers and researchers, we engaged participants with “How Might We” questions to turn our user challenges into design opportunities.
PARTICIPANTS PREFERRED
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Clear hierarchy of elements and text on each page.
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A wizard tool, or similar feature, to reduce the length of procedure pages.
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A trending topics section featuring popular links on the landing page.
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Expandable content sections with drop-down, show/hide functionality.
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Relocating the revision history to a more visible area.
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Grouping related tasks and links together for easier access.
How might we...
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Make the procedures easier for users to consume/walk through?
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Provide users with a way to easily access their most used procedures/policies?
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Provide users with a way to access their previous searches?
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Alert users of high-risk procedures and when procedures have changed?
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Make a complex
interface quicker for the user to navigate through?
User flow
Wireframe recommendations
This is a project I worked on while employed at Clutch