The goal was to design a unified, intuitive interface that sped up the workflow while ensuring accuracy and easy access to detailed data.
Regulatory change required Glacier’s compliance team to perform Enhanced Due Diligence (EDD) on clients investing large amounts of funds.
The existing process involved:
3 Separate Platforms
Manual cross-checking
2 – 6 hours per case
Inconsistencies and missed risks
Due Diligence Complicated flow
ACTION
Research Methods
User Interviews
I hosted brainstorming sessions with the BA, SA, UI developer, and users to gather insights and align on solutions.
Participants: 4 agents (medium & high-risk teams) Methods: Semi-structured interviews + contextual inquiry Findings:
They struggled to quickly locate key items like party ID, ITC reports, risk indicators
Often overwhelmed by large volumes of documents
Spent too much time validating identity across systems
Service Design
Safari journey mapping : Flagged Transaction ➝ EDD Initiation ➝ Analyst Investigation ➝ Executive (ExCo) Review ➝ Outcome
Usability Testing
Moderated sessions with prototype Agents asked:
“What would you scan first?” “What do you need before making a risk call?”
RESULT
Designed a Centralised Risk Dashboard That Cut Compliance Review Time by 70–80%
To streamline Glacier’s Enhanced Due Diligence process, I created a unified interface that categorised cases by risk level. The design featured expandable list panels, prioritised key indicators, and replaced dense text with intuitive icons and progress bars—enabling faster scanning and clearer decision-making.
By consolidating three platforms into one, the redesign reduced case handling time from 2 hours to just 20–30 minutes—a 70–80% improvement. I led cross-functional collaboration with business analysts, solution architects, developers, and end-users, using journey mapping and iterative usability testing with both low- and high-fidelity prototypes to validate and refine the experience.
VERSION 2
In the next iteration, I introduced a high-fidelity prototype featuring a dashboard with three key summary cards: Total Cases Completed, Outstanding Cases, and Analysts Out of Office. This top-level view provided instant visibility into team capacity, workload distribution, and potential bottlenecks. By surfacing this operational data upfront, the dashboard enabled managers and analysts to prioritise tasks more effectively, reallocate cases in real-time, and anticipate delays due to limited availability. This not only improved team coordination and resource planning, but also reinforced a culture of accountability and transparency within the compliance process.
By improving the search experience through predictive input, intuitive filters, and clear result feedback, we aimed to reduce cognitive load and eliminate duplicated effort. A well-designed search interface enhances discoverability, ensures information is surfaced quickly, and supports mental models—empowering analysts to focus on high-priority investigations. This led to faster resolutions, improved task efficiency, and more confident, consistent decision-making.
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