How I Transformed a Broken Banking Workflow in 48 Hours
MY ROLE
Sole UX Designer
DURATION
48 hours
CLIENT
TECU Credit Union Bank
APPLICATION
Back office Web Application
TOOLS USED
Dashboard
Module 1
Module 2
Module 2.1
Ambassador Maintenance
Module 3
Module 4
Module 5
Module 6
Module 7
Module 8
Module 9
Module 10
Module 11
Module 12
Ambassador Maintenance
Search by Ambassador Name ID or Group
Export
Import Ambassadors
Add New Group
Refresh
Previous
1
2
3
...
8
9
10
Next
UnAssigned Ambassadors
Leslie Alexander
ID : 12345
Active
Devon Lane
ID : 12345
Active
Ralph Edwards
ID : 12345
Inactive
Marketing Group
Group ID : 12345
Internal
Onsite
Group ID : 12345
Internal
Add Ambassador
Jane Cooper
ID : 12345
Active
Transaction Limit Applied
Brooklyn Simmons
ID : 12345
Active
Offsite
Group ID : 12345
Internal
Add Ambassador
Darlene Robertson
ID : 12345
Active
Cody Fisher
ID : 12345
Inactive
Marketing Group
Group ID : 12344
External
Add Ambassador to Group
Ambassador ID
123455
Group Name
Marketing
Group ID
123455
Group Classification
Internal
Group Location
Onsite
Offsite
Select Allowed Transactions
Member on boarding
Re-KYM
CIF Summary
Set Transaction Limit
Add
Cash Deposit
Save
Search
Lester Alexander
ID : 12345
Wade Warren
ID : 12345
Albert Flores
ID : 12345
Ambassador Name
Enter Ambassador Name
CHAOS! CHAOS! CHAOS!
Clients are frustrated with the Ambassador Onboarding Module
BUT HOLD ON... WHAT IS AMBASSADOR ONBOARDING?
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Why are there so many pages?
We had to pause Ambassador Services!
We need separate training just for this.
We need separate training just for this.
It’s too complicated for new employees.
Can you fix this in 48 hours?
This module is a maze
We can’t track where errors are happening
We can’t track where errors are happening
We need separate training just for this.
We need separate training just for this.
We can’t track where errors are happening
This module is a maze
This module is a maze
OKAY...NOW LET’S DIG A LITTLE DEEPER
I conducted self-observation and interviewed the clients, PM, QA lead, and developers, then mapped the insights into themed affinity clusters. Here is the summary:
System Complexity & Cognitive Overload
System must reduce reliance on user’s memory & remove redundancy.
Lack of Visibility & Control
Needs dashboard view of Ambassadors, Groups, Permissions.
Data Errors & Security Risks
Too many manual entries expected, poor access control and no error recovery.
Outdated UI / UX
System must have a simplified flow, modern interaction, and better hierarchy
So... IT IS evident that the user flow isn’t flowing
The affinity mapping revealed several redundant steps, prompting me to redesign the user flow to be simpler and more straightforward.
OLD USER FLOW
NEW USER FLOW
And now comes the fun part - the redesign
I redesigned the UI to support a simpler flow with a clean, modern look. The 6-page process is now a clutter-free single screen, with clear buttons and effortless interactions.
Slide left to compare
Slide left to compare
Slide left to compare
Slide left to compare
📊 From Cluttered Logs to Clean Tables
Transformed raw logs into easy-to-read, structured tables that offer clarity at a glance.
+ A Smoother Way to Add Groups
Replaced a full-page redirection with a simple overlay, so users can add groups without losing context.
🧩 Sub-Groups, Seamlessly Integrated
Nested sub-group creation right within the group overlay—no more manual entry.
👀 Ambassador Details at a Glance
Key ambassador info is now displayed in a clean, infographic-style layout—making it easier to scan and understand, and just a click from the main table.
👥 Want to Add an Ambassador?
Just drag and drop them into a group—or hit the "Add Ambassador" button right next to it. Easy either way!
WANNA SEE aMBASSADOR oNBOARDING IN aCTION? gIVE IT A SPIN !
What happened after the 48 hours?
WHAT WERE MY TAKEAWAYS?
👀 Got an opportunity or just curious to say hi?
This hands-on prototype demonstrates how we translated user pain points into a simplified, intuitive experience.
Post the 48-hour redesign, the module was tested with QA, shared with the client, and sent to devs—here’s how it measured up.
This project taught me that great design isn’t just about users—it’s about teamwork and feasibility. I had to understand the backend, align with developers, and design something that wasn’t just usable, but buildable.
With barely any time for research, I learned to adapt fast—extracting insights from the people I had access to and focusing only on what truly mattered. Turns out, tight timelines can push you to think sharper.
Just like a great product, this case study gets better with thoughtful input. Whether you're scouting talent or just have feedback to share—type in your thoughts. I’m all ears (and pixels)!
Task
Before ( > 2 mins 49 secs )
After ( 2-12 secs)
🆕 Create Group
⏳ > 40 seconds
⏳ 2- 3 seconds
👁️ View Group Details
❌ Difficult to search
✅ Single Click
➕ Add Ambassador
🧾 Needed cheat sheet
📦 Simple Drag & Drop
📄 View Ambassador Details
⚠️ Confusing
🎯 100% success
QA Team Tested the module live.
Clients Loved the Simplicity
“Some designs look polished but don’t serve any purpose... but this one looks neat and does the job, Thank you”
“oh Wow! You have managed to include everything in one page... its commendable”
“No Need for cheat Sheets Any more!”
-The Clients
Try it in full screen mode
for the best experience!
Contact
sowrabhi.ravi@gmail.com
+91 - 7708986358
Why are there so many pages?
We had to pause Ambassador Services!
We need separate training just for this.
We need separate training just for this.
It’s too complicated for new employees.
Can you fix this in 48 hours?
This module is a maze
We can’t track where errors are happening
We can’t track where errors are happening
We need separate training just for this.
We need separate training just for this.
We can’t track where errors are happening
This module is a maze
This module is a maze
Try it in full screen mode
for the best experience!
How I Transformed a broken banking flow in 48 hours
MY ROLE
Sole UX Designer
DURATION
48 hours
CLIENT
TECU Credit Union Bank
APPLICATION
Back Office Web Application
TOOLS USED
CHAOS! CHAOS! CHAOS!
Clients are frustrated with the Ambassador Onboarding Module
BUT HOLD ON... WHAT IS AMBASSADOR ONBOARDING?
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
Need more deets ?
Swipe right
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
Need more deets ?
Swipe right
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
Need more deets ?
Swipe right
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
Need more deets ?
Swipe right
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
Need more deets ?
Swipe right
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
Need more deets ?
Swipe right
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
Need more deets ?
Swipe right
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
Need more deets ?
Swipe right
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
Need more deets ?
Swipe right
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
Ambassador Onboarding is a critical back-office module that helps bank staff onboard, manage, and organize field ambassadors with role-based permissions for doorstep banking services.
Need more deets ?
Swipe right
WHO IS AN AMBASSADOR?
Ambassadors are third-party field representatives who deliver doorstep banking services, handling transactions outside traditional branches. They’re organized into regional teams for efficient service and accountability.
Need more deets ?
Swipe right
FUNCTIONALITIES OF AMBASSADOR ONBOARDING
The module lets bank staff view, add, and manage ambassador profiles, group them into teams, assign roles, and control their transaction permissions. It ensures regional organization and accountability through structured access control.
Need more deets ?
Swipe right
WHAT IS THIS MODULE PART OF?
It’s a sub-module within the Back-Office Web App for bank staff, part of a larger digital banking system for TECU Credit Union that also includes a customer mobile app and an ambassador tablet app—forming a complete B2B+B2C solution.
OKAY...NOW LET’S DIG A LITTLE DEEPER
System Complexity & Cognitive Overload
System must reduce reliance on user’s memory & remove redundancy.
Lack of Visibility & Control
Needs dashboard view of Ambassadors, Groups, Permissions.
Data Errors & Security Risks
Too many manual entries expected, poor access control and no error recovery.
Outdated UI / UX
System must have a simplified flow, modern interaction, and better hierarchy
I conducted self-observation and interviewed the clients, PM, QA lead, and developers, then mapped the insights into themed affinity clusters. Here is the summary:
So... IT IS evident that the user flow isn’t flowing
The affinity mapping revealed several redundant steps, prompting me to redesign the user flow to be simpler and more straightforward.
OLD USER FLOW
NEW USER FLOW
OLD USER FLOW
NEW USER FLOW
And now comes the fun part - the redesign
I redesigned the UI to support a simpler flow with a clean, modern look. The 6-page process is now a clutter-free single screen, with clear buttons and effortless interactions.
📊 From Cluttered Logs to Clean Tables
Transformed raw logs into easy-to-read, structured tables that offer clarity at a glance.
+ A Smoother Way to Add Groups
Replaced a full-page redirection with a simple overlay, so users can add groups without losing context.
🧩 Sub-Groups, Seamlessly Integrated
Nested sub-group creation right within the group overlay—no more manual entry.
👀 Ambassador Details at a Glance
Key ambassador info is now displayed in a clean, infographic-style layout—making it easier to scan and understand, and just a click from the main table.
👥 Want to Add an Ambassador?
Just drag and drop them into a group—or hit the "Add Ambassador" button right next to it. Easy either way!
WANNA SEE aMBASSADOR oNBOARDING IN aCTION? gIVE IT A SPIN !
This hands-on prototype demonstrates how we translated user pain points into a simplified, intuitive experience.
Click to try out the prototype
What happened after the 48 hours?
Post the 48-hour redesign, the module was tested with QA, shared with the client, and sent to devs—here’s how it measured up.
QA Team Tested the module live.
Task
Before ( > 2 mins 49 secs)
After (2-12 secs)
🆕 Create Group
⏳ > 40 seconds
⏳ 2- 3 seconds
👁️ View Group Details
❌ Difficult to search
✅ Single Click
➕ Add Ambassador
🧾 Needed cheat sheet
📦 Simple Drag & Drop
📄 View Ambassador Details
⚠️ Confusing
🎯 100% success
Clients Loved the Simplicity
“Some designs look polished but don’t serve any purpose... but this one looks neat and does the job, Thank you”
“oh Wow! You have managed to include everything in one page... its commendable”
“No Need for cheat Sheets Any more!”
-The Clients
WHAT WERE MY TAKEAWAYS?
This project taught me that great design isn’t just about users—it’s about teamwork and feasibility. I had to understand the backend, align with developers, and design something that wasn’t just usable, but buildable.
With barely any time for research, I learned to adapt fast—extracting insights from the people I had access to and focusing only on what truly mattered. Turns out, tight timelines can push you to think sharper.