UX Design Work Experience

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Santander mortgage overpayments

March 30, 2021
Lead UX Designer


Santanders telephone customer support agents process calls from customers wishing to make overpayments on their mortgages. This application has been designed to enable front office agents to take payments and process them real time on calls.


· Business process analysis

· Call scenario analysis

· Process mapping

· Call listening

· Concept wireframes

· Journey maps

· End to end prototypes


· Wireframes for Iteration 1 design

· Prototype of Iteration 1 and 2 design

· UI designs

· Collaboration with Salesforce build team to design components and patterns

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