Overview

Onmo is one of the UK's newest credit card providers. They have an internal operations team which deals with various operational and customer support queries.

To help facilitate the tasks of the Operations Team, we were in the process of developing a central hub, nicknamed internally as "OHNO" which would allow them to perform all their tasks seamlessly. At the time, the team was managing their work across multiple platforms, which wasn’t efficient.

Problem/Challenge

The Operations team was dealing with fragmented workflows because they had to use different tools for various tasks. This not only slowed them down but also created a lot of inefficiencies. There was a clear need for a unified platform, but we encountered technical and business constraints that led to some adjustments in our approach.

Solution

Focus on Case Management

Given the scope and the challenges we faced, we decided to focus on one critical area: case management. While the project wasn’t fully completed, this focus allowed us to gain a deep understanding of the Operations team’s needs and the unique challenges of designing effective internal tools.

Benefits

Although OHNO didn’t reach full implementation, the project provided valuable insights into the requirements for a B2B tool like this. We identified how a centralised system could greatly enhance efficiency and improve the management of cases for the Operations team.

What We Did: (STAR)

Kickoff and Discovery

Kickoff Meeting with Stakeholders: We started with a kickoff meeting to ensure everyone was aligned on the project goals. The main objective for OHNO was to serve as the central platform for the Operations team. Key stakeholders—Yemi, Shelene, Matt, and Fred—helped define the project’s scope and set expectations for its outcomes.

Target Audience

The Operations team, led by Yemi, were identified as the primary users. We focused on understanding their workflow, challenges, and what they needed most from the OHNO platform.

Focusing the Problem on Case Management

Through our discovery process, we determined that case management was the area where the Operations team needed the most immediate support. We decided to make this our MVP (minimum viable product) and concentrated our efforts on this aspect.

User Interviews

I led user interviews to gain insights directly from the Case Management team. We explored their pain points, typical scenarios, and future needs. These interviews were essential in shaping our user personas and guiding the design process.

Interview Review and Case Management User Flows

Collaborating with our UX researcher, we reviewed the interview findings and developed detailed user flows for different case types. The goal was to make case management more efficient and streamlined.

Outcome

Despite the initial excitement around OHNO, technical constraints and evolving business priorities meant that we had to pause the full-scale development of the internal system.

However, the insights we gathered were not wasted. The Case Management team continued using their existing tools but incorporated our user flow suggestions and best practices into their workflow.

This led to a more streamlined process and improved efficiency in managing cases, even without the full implementation of OHNO.