Streamlined Support Cases

I designed and implemented "My Inquiries", a centralized feature within the Open Banking Developer Portal that streamlined communication between developers and the support team. Previously, inquiries were scattered across emails, creating delays and making it difficult to track progress. I started by conducting user research through interviews, feedback analysis, and a review of existing support tickets to identify the most pressing pain points.

Together with product managers and developers, I facilitated workshops to align on concepts and co-create a direction forward. From there, I designed and prototyped a new inquiry management experience where developers could submit, track, and manage their questions directly in the portal. Usability testing guided the iterations to ensure the flow was intuitive and met real-world needs. Once validated, I worked closely with the development team to bring the feature to life, including automated updates and status tracking to replace email-based communication.