Overview

OneView was Citi’s internal servicing platform used by call center agents for fast, repetitive workflows. As the legacy Sawgrass system was being phased out, I helped redesign the core container and agent homepage to reduce friction at scale—simplifying navigation, decluttering tools, and moving toward a more modular structure. The goal wasn’t a visual refresh. It was making everyday work feel clearer and faster without disrupting agent muscle memory.

Impact

• $193M projected 5-year cost savings

• 20K+ agents supported across servicing workflows

• Designed scalable patterns across 5 product pillars