PROBLEM SPACE
Treasury Management Client Care (TMCC) representatives provide support to clients with inquiries on how to use services within the portal as well as general inquiries related to their account activity, amounting to roughly 7,000 client calls per month. PNC tasked our team with application of human-centered design methods to identify opportunities for improvement in a redesigned PINACLE user experience.
When we began our capstone project, PNC had already begun the design-research process of redesigning PINACLE; our work could be complementary to the new platform, the old one, or, perhaps, both.