In this project, I conducted comprehensive user research to identify key challenges users faced while interacting with BCAA’s services. By employing methods such as interviews and usability testing, I uncovered significant pain points related to service access and navigation. These insights guided the development of design solutions aimed at improving the overall customer journey and making BCAA’s services more accessible and user-friendly.

The outcome included actionable recommendations and a proposed redesign that focused on enhancing digital interactions and increasing customer satisfaction.