UBS Web App Redesign
Client
UBS
Year
2025
UBS is an internal platform designed to support agents in handling complex, multi-step customer transactions. The project focused on agentifying manual workflows—turning fragmented, error-prone processes into guided, intelligent experiences that help agents work faster, more accurately, and with greater confidence.
Scope of Work
From manual heavy lifting to guided, assisted workflows
At the start, agents were doing everything the hard way — memorizing steps, switching between systems, and carrying the full cognitive load of complex transactions. The system existed, but it wasn’t really helping.
This project focused on agentifying workflows: breaking down heavy, manual processes into guided, step-by-step experiences that support agents the way a good coach would — prompting at the right time, preventing mistakes, and letting them stay in control.
The result was a workflow that feels trained, reliable, and supportive — not automated for automation’s sake, but designed to help agents perform at their best.
