Integration of the support workflow to the new ecosystem

Details and examples limited or changed to comply with the non disclosure character of the work.

Year: 2024 / Company: McKinsey & Company

Role in the project: Design Lead

Areas of expertise:
User flows, Strategic Product roadmap

Most utilized skills:
Multidisciplinary alignment, Navigating ambiguity

Context

Part of the organization’s shift to the new enterprise collaboration platform, was working on minimizing the disruption during the dual-platform transition period.
My role was to redesign the existing visual design support service line, which was dependent on the legacy platform.

Challenge:

Existing visual design support service lines lacked formal mapping. Before redesigning the workflows I had to develop a detailed understanding of their structure. I collaborated with three separate teams, each managing different types of requests and possessing unique technological requirements.

1.

Proprietary request tool team

Request
website
team

2.

Advance
requests
team

3.

Approach:

I worked closely with the new product’s development team and the support workflow teams to assess the feasibility, viability, and desirability, I designed the future-state workflow, ensuring a cohesive and efficient solution.

I designed the interface changes for in the integrations focusing on reducing behavioral friction for both employees and support staff

Process with old tool

Old tool required downloads, manual access control, and additional workload, which put data at risk and allowed for human error.

Download icon
Icon for increased manual control
Icon for increased workload

The new tool seamlessly integrates into familiar processes, streamlining workflows with intuitive automation and prioritizing data security by default.

Icon for safety in cloud

Process with new tool

Icon for decreased manual access
Icon for automated workload

Workflow with the proprietary request tool

Outcome:

This intervention ensured continuity of service while accelerating full migration to the new platform.

It provided a clear guidance to developers on both the new tool product team and the support workflow product team, allowing them to build an effective integration. I expect a smooth adoption process for both customers and support professionals, as the interface changes were minimal and reduced complexity, directly addressing user requests.