01 / The Manager
Redesigning an internal KYC and customer service platform for a financial services company.
The existing tool was built feature-by-feature over several years. Customer service agents — the actual daily users — had been given a tool designed around database structure, not their workflow.
Common actions like "block a user" or "review a flagged account" required navigating through modals stacked with dense data tables. Mistakes were frequent, and agents were developing shadow workflows in spreadsheets.
No clear workflow state — users couldn't tell where they were in a review at a glance.
Critical information buried in nested tabs — 4+ clicks to reach a required document.
No error prevention — the system allowed submission of incomplete reviews.
Inconsistent terminology across screens — the same concept had 3 different labels.
Unnecessary use of space in the header
Clueless navigation — didn't say where you were
No info or efficient tools on the home page
A lo-fi wireframe of how the Manager looked at the start of the project.
Before design, we mapped how the app should be organized for better navigation, grouping related features together and leaving room for what would come next.
The result was a leaner structure, fewer dead ends, less duplicated content, and a clear place for new features to slot in later.
Because access varied by role, not every section applied to every user. What's shown below is a generalized version of that structure, adapted for confidentiality.
Several features lacked clarity — how they were meant to be used, and how each action affected the customer. Common tasks like blocking a user or reviewing an account were easy to get wrong, and misleading UI was a recurring source of support escalations.
One of the first changes was removing pop-up modals that buried large data tables, replacing them with dedicated screens and clear actions — try it below.
Improved responsive layout and separation of content using cards that could be easily stacked or hidden. Built with Vuetify (Material Design components) for delivery speed.
The brand stayed minimal — primary font, colors, and a responsive logo — since the platform's complexity demanded the design stay out of the way. Most components were Vuetify; icons from Google Fonts. Details abstracted under NDA.
A coded wireframe of the final Manager UI — sensitive folio, address, and amount fields shown as skeleton placeholders for NDA.