Northern Trust
|
2023
In 2023, I was a UX Design Intern at Northern Trust Corporation, where I redesigned the Call Report system in the Trust Engine platform to help Trust Advisors manage client relationships more effectively. I also supported the design system to streamline workflows and maintain design consistency across more than 80 projects.
ROLE
UX/UI Designer
(was the sole designer for this project)
TEAM
1 Product Manager
3 Software Engineers
TIMELINE
June - August 2023
TOOL
Figma
PROJECT CONTEXT
What is the Call Report System?
The call report system is a software tool used by trust advisors at Northern Trust to log and track client interactions and ensure a consistent and documented history of advice, discussions, and decisions for improved client relationship management.
PROBLEM
Confusing design and limited functionality are reducing user efficiency and satisfaction
Despite serving its purpose as a client interaction tracking tool, the original Call Report System struggled to meet user expectations in terms of usability and clarity. Feedback revealed that trust advisors often faced challenges when navigating the interface, which impacted their efficiency and overall experience. As a result, the system was not fully supporting their workflow needs, highlighting the need for a more intuitive and user-friendly solution.
The compose window, in particular, needed significant improvement because it was the primary interface trust advisors relied on to document client interactions — yet it was often confusing and difficult to use. Thus, we asked ourselves the question:
How might we redesign the Call Report System's compose window to make documenting client interactions more intuitive, organized, and efficient for trust advisors?
SOLUTION
Three significant improvements were made
By conducting user research — which included gathering feedback, shadowing trust advisors during their workflows, and distributing surveys — we gained a deeper understanding of their pain points and priorities. This research informed our design decisions and guided us, and as a result, we identified and implemented three significant improvements aimed at making the Call Report System more intuitive, efficient, and aligned with user needs.
Key Points and Themes Discussed Table
Problem:
The current Key Points and Themes Discussed Table lacks visibility of important information, and its current design is confusing to use.
Solution:
Replacing the table with a drop down menu to ensure that it is easy to use and all important information is presented.
Including formatting in the comment section
Problem:
Users wished there was a way to add formatting to their call report comments.
Solution:
Implementing a rich text editor to allow users to format their call report comments.
Reorganizing the overall Call Report layout
Problem:
The private input field is positioned too close to the Key Points and Themes Discussed section, leading to confusion and making it harder for users to distinguish between the two.
Solution:
Reorganizing the call report compose window so users are able to see the private input clearly.
↓ Scroll for the process!
USER RESEARCH
Understanding pain points in the former Call Report System
To gain a deeper understanding of user challenges and uncover opportunities for improvement, I conducted a comprehensive analysis of feedback on the existing Call Report System. This included insights gathered from 100+ survey responses, along with 10 one-on-one interviews and 5 user shadowing sessions.
While the surveys highlighted specific areas where users struggled, the interviews and shadowing provided valuable context about their real-world workflows, behaviors, and pain points.
I then synthesized this feedback using affinity mapping, grouping similar insights to reveal recurring themes and patterns in user needs.
Below is the affinity map I created based on these findings:
Key findings from user research
📝 Document Composer Felt Overly CrowdedThe compose window was cluttered and difficult to navigate, slowing down the note-taking process and reducing efficiency. | ✏️ Lack of Customization in the Comment SectionUsers wanted more flexibility to structure and format their notes to better match their individual workflows. | 📊 Key Points Page Was Unclear and ConfusingUnclear labeling and a disorganized layout made it hard for users to find and understand key information quickly. |
FEEDBACK AND ITERATION
Input from design team and trust advisors
After several design iterations, I gathered feedback through design critiques (who were not part of the original project) and usability testing with trust advisors. Overall, responses were highly positive, confirming key improvements:
“I can finally see my notes clearly while typing — this is a big improvement.” - Trust Advisor
✅ Dropdown menu was a major upgrade over the old dueling picklist.
✅ The document composer layout was clearer and easier to navigate.
✅ The comment box improved visibility, allowing users to see what they type.
Additional feedback guided final refinements:
📌 Key Points and Theme Section: Most-used themes now appear at the top for quick access.
👤 Role-Based Filtering: Added consideration to filter key points based on user role.
FINAL SOLUTION
A simpler, more efficient call report system
The redesigned Call Report System offers a cleaner layout and a more intuitive experience for trust advisors. These changes make documenting client interactions faster, clearer, and better aligned with advisors’ daily workflows.
They can now:
🔒 Easily manage privacy settings with clear explanations. | 📝 Add customized notes in an improved comment section. | 📊 Quickly select key themes, with frequent ones shown first. |
REFLECTION
Lessons I Learned Along the Way
This internship was my first experience into the professional world of product design. It was a big step, turning what I learned in school and extracurriculars into real-world solutions. Navigating through my first professional product design role was challenging yet immensely rewarding.
Two key lessons stood out from this project
🛠️ Tool Proficiency: Hands-on experience during the internship greatly improved my confidence and proficiency in utilizing UX design tools and technologies.
🤝 Collaboration and Communication: Working with various professionals taught me how important it is to communicate well and work together to make a UX idea come to life.
