Case Study
Case Study
Case Study
Faster Onboarding, Fewer Support Touchpoints
Faster Onboarding, Fewer Support Touchpoints
“If we don't fix the performance they're going to start looking at alternatives.”
“If we don't fix the performance they're going to start looking at alternatives.”
M.L., Customer Success Manager on a churn risk
Challenge
Legacy cash application workflows were fragmented, manual, and difficult to scale. Teams relied heavily on:
Engineering for configuration
Reconciliation required significant manual effort
Onboarding new users was slow
These limitations created operational drag and restricted enterprise growth.
What I Led
Drove end to end product design from discovery through solution architecture
Conducted user and stakeholder research
Mapped system workflows
Identified high impact friction points
Defined a modular UX strategy
I designed a unified reconciliation workspace, introduced intelligent matching support, and established configurable controls so operational teams could manage workflows without engineering intervention.
Measurable Impact
I delivered a scalable foundation for next generation financial operations
Reduced manual reconciliation effort
Shortened training time
Lowered internal support dependency
Strengthened product readiness for enterprise customers
Ultimately, I positioned the platform for phased modernization rather than risky full rebuilds
50/50
Dev sentiment was split to rebuild or renovate
89
Performance-related tickets in three months
60%
Auto-match rate today, when we should be at 97%
Challenge
Legacy cash application workflows were fragmented, manual, and difficult to scale. Teams relied heavily on:
Engineering for configuration
Reconciliation required significant manual effort
Onboarding new users was slow
These limitations created operational drag and restricted enterprise growth.
What I Led
Drove end to end product design from discovery through solution architecture
Conducted user and stakeholder research
Mapped system workflows
Identified high impact friction points
Defined a modular UX strategy
I designed a unified reconciliation workspace, introduced intelligent matching support, and established configurable controls so operational teams could manage workflows without engineering intervention.
Measurable Impact
I delivered a scalable foundation for next generation financial operations
Reduced manual reconciliation effort
Shortened training time
Lowered internal support dependency
Strengthened product readiness for enterprise customers
Ultimately, I positioned the platform for phased modernization rather than risky full rebuilds
This project is confidential, please reach out directly for more information.
This project is confidential, please reach out directly for more information.
This project is confidential, please reach out directly for more information.
© Jimin Ngo 2026