Work
Case Management / Enterprise · 2024-25
Citi Security & Information Service
Transforming UX from a rejected function to a strategic program partner
01
Problem Landscape
- –UX introduced after discovery and planning were completed
- –Business uncertain about UX value and involvement
- –18-year-old legacy IBM Case Manager platform
- –4 business units operating with complex, independent workflows
- –Strategic uncertainty around platform modernization approach
02
Future-State Vision
- –Unified case management ecosystem supporting Ethics, Legal, CSIS & Employee Relations
- –Shared workflow model with flexibility for business-specific needs
- –Consistent investigation experience across business units
- –UX embedded in product planning and decision-making
- –Scalable in-house platform strategy for future growth
03
Strategic Approach
- –Reverse-engineered product knowledge from 8+ hours of recordings and policy documentation
- –Created UX foundations: workflows, dependencies, goals, pain points & opportunity areas
- –Developed current-state and future-state service blueprints
- –Unified four distinct investigation models into a scalable operating framework
- –Used vision prototypes to align Business, Product & Engineering on platform direction
- –Led UX strategy, planning, roadmap discussions, and designer onboarding
04
Business Impact
- –Transformed UX from a rejected function to a strategic program partner
- –Earned a leadership role for UX after initial project exclusion
- –Enabled informed build-vs-buy decision making through UX visioning
- –Unified 4 business units under a shared case management framework
- –Accelerated delivery through stronger Design–Engineering collaboration
- –Built and scaled UX capability by onboarding and mentoring additional designers