Pricing Encyclopedia Redesign, 2022
As part of my role as the Principal User Researcher at Tallwave, I led a UX team of three UX designers in research to redesign a pricing encyclopedia application, known as the "Fare Rules" application, to be included in a more centralized application. Fare Rules is used for customer service agents across the travel industry to determine customer costs. Tallwave's client is among the top three US banks. The project significantly reduced call handling time for customer service agents and created substantial cost savings.