Customer Accounts

Unifying Systems, Simplifying Service

The Power of Connected UX

Project
Robert Half Customer Accounts

Role
Experience Design & Architecture Lead

Year
2016 – 2024

Fragmented Digital Access: Customers had limited visibility into their transactions, with information scattered across multiple disconnected systems—making it difficult to track progress or stay informed.
High Customer Service Load. Customer support teams were overwhelmed with routine inquiries—such as transaction statuses or profile updates—spending significant time retrieving data that could be self-served.
Slowed Response Times. Delays between emails, calls, and other contact channels created friction in the customer experience and slowed resolution times.

Centralized Online Accounts. Launched a unified, user-friendly account portal for clients and candidates, providing real-time access to essential transaction data across systems—eliminating confusion and improving transparency.
Reduced Service Volume. Enabled self-service capabilities for key tasks such as bill payments, timesheet submissions, and profile updates—leading to a noticeable drop in support inquiries and freeing up customer service for higher-value interactions.
Integrated AI-Matching Engine. Reduced customer resolution time from days to hours by enabling direct access to expert driven responses, account data and services—significantly improving customer satisfaction and aligning with expectations for modern, real-time support.

Centralized Account Login. We began by integrating multiple backend systems into a single, seamless login experience—establishing a simple, trustworthy foundation for user accounts.
Real-Time Data Visibility. Designed interfaces to surface critical customer data immediately upon login—building user trust by providing transparency and reducing dependency on customer support.
Self-Service Profile Management. Enabled customers to update their own information, empowering faster service delivery and maintaining data accuracy across systems.

Progressive Data Collection Strategy. Redesigned data flows to collect only essential information at key service milestones—reducing abandonment and enhancing user engagement through a contextual, low-friction experience.
Cross-Platform Consistency. Directed unified UX across web and mobile platforms to ensure consistent, high-integrity experience in both functionality and branding.
Enterprise-Wide Collaboration. Led coordination across design, engineering, finance and operations to implement system-wide changes and support the new customer experience architecture.

systems unified

of user interviews

integrated & optimized

End-to-End Data Strategy. Collaborated with engineering leadership to define how customer data is collected, processed, and presented—ensuring privacy, accuracy, and alignment with the AI engine’s logic.
Business-Driven Design Execution. Translated business strategy into actionable design direction—guiding the team to innovate while supporting complex system integrations.
Design-to-Development Alignment. Facilitated hands-on collaboration between design and development teams throughout the build and QA testing cycle, ensuring that the final product matched UX intent and performed reliably across all scenarios.

User-Centered Form Refinement. Reduced form inputs from 32 questions to 10 based on user feedback, balancing system requirements with ease of use—resulting in higher account creation rates, reduced bounce, and increased revenue.
Streamlined Sign-Up Experience. Redesigned sign-up flows to eliminate edge cases and technical conflicts, reducing customer support requests by 35% and enhancing account security.
Simplified Ordering Flow. Replaced a complex drag-and-drop interaction pattern with a more intuitive, CTA-driven process—making the order experience smoother and more accessible for all user types.

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