Customer Service Platform


Ferratum has over 250 CSR employees. Goal was to improve their everyday productivity.

My role as a Lead Designer was cooperation with country managers, CSRs, technical lead and project lead to find the best solutions to make the work more productive.



Ferratum updated their internal Customer Service Platform that is a complex – data heavy – system in 2013 . The main users are the CSRs. The goal was to make their everyday work faster and more productive by updating their processes and providing a clear UI.

Link cannot be provided because this is a private system.

My Responsibilities

  • User interviews & observation
  • Defining typical users
  • Defining typical scenarios
  • Defining displayed data
  • Defining IA & navigation
  • Defining UI, IxD & UX
  • Visual design
  • Defining visual guidelines



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