BMO Customer Service Respresentatives help BMO Clients over the phone with any inquiries about their accounts. When helping clients set up different alerts and notifications, it’s hard to coordinate with the customer what they were doing and where to find these settings should the need to make changes and adjustments themselves in the future.
Designing the CSR alerts administration application had to include the new BMO style standards but at the same time still had to be intuitive and similar layout in comparison to what the customer the representative is talking to is seeing.
The following screens were designed and implemented to streamline processes for BMO CSRs to look up client accounts and help set up different alters and notifications. Follow the invision link below for a walk through of the workflow and screens that were implemented.