Smart IS for KoronaPay
Role on project
UX/UI Design • Information Architecture • Prototyping
Date
2021
Project Overview
SmartIS is a centralized knowledge management platform for Tier 1 and Tier 2 support teams across financial services. It brings fragmented sources into a single interface, with search and navigation organized around the context of each specific service.
Problem & Context
Before SmartIS, knowledge was fragmented across multiple sources. Support operators often worked with outdated information, switching between:
- Scattered Confluence spaces;
- Word and Excel files stored locally;
- Chat logs and email threads.
The result:
High cognitive load, slow access to answers, and a greater risk of critical errors during customer support.
From fragmented knowledge sources to a unified system with service-based context and built-in search.
Challenge & Goals
Key Objectives:
- Speed: Reduce the time needed to find instructions during a customer call.
- Relevance: Make updates and incidents immediately visible — push instead of pull.
- Context: Remove the need for operators to manually filter irrelevant information.
Main Goal
Create a single source of truth that reduces the risk of human error.
Create a single source of truth that reduces the risk of human error.
UX Strategy
We shifted the product from a document repository into a tool built around solving real support tasks.
The core strategy focused on service-first navigation and context-aware search that understands what the operator is looking for.
The core strategy focused on service-first navigation and context-aware search that understands what the operator is looking for.
Information Architecture
- Service-first structure: The top level of navigation is always the financial service or product, filtering out irrelevant content from the start.
- Content Types: Within each service, materials are organized by task type — Policy, Procedure, Script, or News.
- Shortcuts: Quick access to Favorites and subscriptions gives experienced users faster paths to frequently used content.
Core User Scenario
- The operator selects a Service, establishing the context of the request.
- They enter keywords in search or choose a relevant category.
- The system prioritizes results — incidents and updates first, followed by instructions and reference content.
- The operator uses a verified answer to resolve the customer request.
Key UX Solutions
1. Service-first navigation
Navigation is organized around financial services, allowing operators to enter the right context immediately and reducing the risk of errors when searching for information.
2. Search as a primary scenario
Global search automatically filters results by context.
Results combine documents, updates, and active incidents in a single prioritized list.
Results combine documents, updates, and active incidents in a single prioritized list.
3. Task-based Content
Clear visual coding distinguishes content types, allowing operators to recognize the expected interaction pattern at a glance.
4. Visibility of updates & incidents
A dedicated section for updates and incidents makes important changes immediately visible and helps operators quickly understand the current status of each service.
5. Subscriptions & proactive updates
The subscription system replaces email noise with targeted updates. Operators only see changes related to the products they actually work with.
Constraints & Trade-offs
- Internal Tool: We deliberately kept the UI simple, prioritizing utility and fast load times.
- Legacy Data: The migration required continued support for legacy data formats.
- Function > Form: Visual decisions prioritized readability and predictability to reduce cognitive load.
Outcome
- Centralization: Consolidated knowledge across 10+ financial products into a single ecosystem.
- Efficiency: Reduced the time needed to find an answer from several minutes of searching across sources to just a few clicks.
- Confidence: Operators stopped relying on local notes and began trusting the system as the up-to-date source of information.
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