Building upon a detailed analysis of the current workflow, I crafted a new process Swimlane diagram,  designed to address and rectify inefficiencies. This proposed framework, refined in collaboration with stakeholders, aims to significantly streamline operations. It marks a pivotal step towards achieving operational excellence, ensuring that the system is both effective and adaptable to the evolving needs of our clientele. A Swimlane diagram of the new process consists of a few entities:

The Swimlane diagram helped me in understanding the current process and outlining the necessary updates. Subsequently, I began constructing a Customer Journey Map (CJM) artifact that encompassed steps from both types of users. I utilised an Admin Console (AC) and a Client Console (CC) for this purpose. Given the complexity of the process, I simplified it by breaking down the user flow into several distinct steps. Thus, my finalised CJM included:

CJM helped me make a list of potential issues and features we need to improve the user experience. So the next step was to design the detailed prototypes. It helped me create requirements for the technical team and design. After discussing the requirements with the stakeholders, I created an admin panel map for the Administrator with several flows. For example here the prototypes:

After setting up the map for the prototypes, I got started on creating the user interface. While working on the UI screens, I made sure to organise all the different messages an Admin might need to handle client work, and sorted them into clear categories. This made it easier to find and manage the conversations on the platform.

To design the Admin interface, I stuck to a basic design system. I broke down the Admin flow into three main categories: the Main Panel, Managing Features, and Customers. Each category comes with its own set of essential features that we mapped out with stakeholders beforehand. All these updates were informed by past user experiences and customer feedback.

In the end, I mapped out all the user flows that we had discussed and agreed upon with stakeholders. During the six months I spent on this product, numerous meetings and conversations with various experts deepened my understanding of the complex processes involved. I employed a design thinking approach, focusing extensively on Swimlane diagrams and CJM to conserve time and resources for the business, instead of diving straight into redesigning the actual UI. This strategy accelerated the process and also saved our developers' valuable time, as I didn't need them to join the meetings.