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Case Study
Streamlining a global call center intake experience
Redesigned the Wells Fargo International Partners Technical Call Center intake process to replace fragmented manual tracking with a clearer, more efficient digital workflow for capturing requests, routing information, and supporting higher call volume.
Services :
UX Strategy, User Research, Workflow Design, B2B Product Design
Year :
2022
Timeline :
9 Weeks
The Challenge
The technical support team was managing a growing volume of incoming requests through a fragmented intake process that relied heavily on emails, spreadsheets, and manual handoffs. This made it difficult for representatives to consistently capture caller information, track open requests, and route technical details to the right teams. As call volume increased, the existing workflow created unnecessary administrative work and made it harder for the team to operate efficiently. I reframed the challenge from simply digitizing a form to improving the underlying service workflow, focusing on how information moved from the initial call through triage, documentation, and downstream support.
Discovery
I began by interviewing Wells Fargo International Partners Technical Call Center leadership and representatives to understand how requests were received, documented, escalated, and ultimately resolved. I also conducted contextual inquiry with customer service representatives to observe the workflow in practice rather than relying solely on stakeholder requirements. Research Outcomes The research revealed that the biggest friction was not the volume of information itself, but how that information was being captured and managed. Representatives were repeatedly switching between tools, manually tracking status, and relying on inconsistent processes to communicate request details across teams. The existing workflow also made it difficult to quickly understand where a caller was in the intake process or which information had already been collected. These findings shifted the design direction toward a single structured intake experience with clearer grouping, stronger progression, and more consistent information capture.
Fragmented tools created an inconsistent intake experience.
Representatives relied on email, spreadsheets, and disconnected systems, making it difficult to capture information consistently, route requests efficiently, and track progress across the workflow.
Experience Strategy + Design
Outcome
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