humana
OCT 2022 – OCT 2023
Brief: ENTERPRISE CRM
MODERNIZATION // AGENT
WORKFLOW REDESIGN
Role: UX Designer
Scope: WORKFLOW MAPPING,
INFORMATION ARCHITECTURE, DESIGN
SYSTEMS, AND STAKEHOLDER ALIGNMENT
HUMANA NEEDED TO MIGRATE CRITICAL AGENT WORKFLOWS FROM SALESFORCE CLASSIC TO LIGHTNING WHILE SUPPORTING 29,000 ENTERPRISE USERS. I MAPPED HOW AGENTS HANDLED CALLS, SEARCH, DOCUMENTATION, AND FOLLOW-UP, THEN REDESIGNED THE EXPERIENCE USING SCALABLE LIGHTNING COMPONENTS AND INTERACTION PATTERNS. THE WORK STANDARDIZED HIGH-FREQUENCY WORKFLOWS, IMPROVED CONSISTENCY ACROSS THE MIGRATION, AND ALIGNED PRODUCT, ENGINEERING, AND BUSINESS TEAMS THROUGH DESIGN REVIEWS AND IMPLEMENTATION GUIDANCE.