What are the existing UX challenges in the system?

• Poor navigation, users couldn't find what they need quickly
• Broken buttons and links hindered the user experience.
• The design is not following the Eurail design system guideline, which could cause confusion for users.
  
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How did I improve the user experience?

• Communicate frequently with key users - customer service agents, to gather feedback and insights.
• Redefine the user flow, to make it more intuitive and efficient.
• Apply elements and components from the Eurail design system, to ensure consistency and familiarity for users.

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What were the challenges?

• The design process was complicated by back-end system limitations and performance-related concerns
• Design decisions were impacted by constraints related to the back-end system and performance issues
• The complexity of the customer service agent workflows required identifying and defining the primary problem to develop a tool that met everyone's needs.
  
  
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What did I learn?

• How to design the systems for internal use, which required considering the needs of different users and stakeholders.
• How to conduct effective user testing and analyse user feedback to iteratively improve designs.
• How to communicate and collaborate with back-end developers, including understanding technical requirements and limitations.
  
  
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The goals have been achieved

• The new system enables customer service agents to work more efficiently, resulting in faster response times and improved customer satisfaction.
• Improved customer service and faster issue resolution times will contribute to a more positive brand image, fostering trust and loyalty among Eurail customers.
• Reducing the training time for new colleagues on the system will improve productivity and reduce onboarding costs for the organization.

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