CRÉDIT MUTUEL

Description

A two-year IBM Consulting engagement inside a French mutual bank, working mostly alone with occasional pairing with another designer. Two workstreams. An assistant embedded in the ticket-handling workflow of around 200 banking agents, which reads the open ticket and surfaces the procedure that applies. And the compliance and reporting back-office: more than twenty multi-role screens, advanced filters, states and tables.

Discipline

UX/UI Design

Context

2-year IBM engagement

Year

2022-2024

The assistant in the agent screen: the queue on the left, the conversation on the open ticket, and the procedure it opens on the right
The same three panes, and what each one is for

Challenges

The assistant sits beside the ticket, not in a separate tool

Agents already had a procedure portal. That was the problem: finding a rule meant leaving the ticket, searching, reading, coming back and retyping from memory.

The assistant lives in the same screen as the queue. The open ticket is the input, so the agent never restates the request.

It answers with the procedure, not with prose

A conversational agent that paraphrases a banking rule is a liability. An agent has to be able to cite what they applied.

The answer opens the source document at the relevant section, with an explicit read receipt. The assistant proposes; the document decides.

It asks the question the agent would forget

Routing a request means classifying it, and confidentiality is the field people skip when they are in a hurry.

The assistant asks for the routing and the confidentiality class in the flow of the conversation, before the ticket can move on.

Twenty screens, one set, roles as state

Compliance and reporting needed views for several profiles: advanced filters, statuses, dense tables.

One set of screens whose state follows the role, rather than a set per profile. The flows were rationalised in the same pass.

Tested with the people who use it

Targeted user tests, results played back to the business lines, tickets in Jira, component guidelines and handoff to the developers.

The lookup path before and after: five steps and about ninety seconds, then three steps and fifteen
The back-office call: one set of screens whose columns and actions follow the role, rather than a set per profile. Diagram of the principle, not a screen

Outcomes

Procedure lookup went from about ninety seconds to fifteen, and input errors fell by around 30 per cent. The gain is not a faster search: it is a round trip removed, and an agent who no longer retypes from memory what they read in another tab.

Client work under IBM Consulting. The interface is redrawn for this page rather than republished: the layout and the flow are the ones I designed, the sample content and the internal routing code are replaced with neutral equivalents.

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