Designing a Cross-Functional Case Management Platform for NFCU
Designed workflows and experiences that empowered teams to manage complex member cases through a centralized case management system.
Problem
Member concerns frequently spanned multiple business units, making case ownership, collaboration, and response management difficult to navigate. Navy Federal sought a unified case management platform that could centralize information, simplify cross-team coordination, and enable faster, more consistent member support.
My Role
I led UX design efforts for Navy Federal's Member Concerns initiative, helping define a unified case management experience within Microsoft Dynamics 365. Through user research, stakeholder workshops, journey mapping, and extensive workflow design, I transformed complex cross-functional processes into an intuitive solution that enabled teams to efficiently track, manage, and resolve member concerns.
At the start of the engagement, I had limited experience with Microsoft Dynamics and Power Platform. To effectively design within the ecosystem, I rapidly upskilled through hands-on project work, platform research, and close collaboration with technical teams, enabling me to confidently design within the platform's constraints and opportunities. I owned the end-to-end UX process, creating 50+ wireframes and screen designs while partnering closely with stakeholders and developers to bring the future-state vision to life.
Solution
The solution transformed a fragmented process into a unified case management experience within Microsoft Dynamics 365. By consolidating member concern intake, case tracking, collaboration, and response management into a single platform, users could efficiently manage cases across business units while maintaining visibility throughout the entire case lifecycle.
Outcome
The solution transformed how member concerns were managed across Navy Federal by creating a single source of truth for case information and collaboration. Centralizing previously disconnected workflows reduced duplicate data entry, improved communication between business units, and streamlined the review process for member concerns. The result was a simpler, more intuitive experience that helped teams resolve cases faster and with greater consistency.
Feedback
Mehar has consistently surpassed my expectations in almost every task assigned. She possesses a comprehensive skill set that has greatly contributed to our engagement at NFCU. Her accomplishments include conducting discovery interviews, mapping out the current state journey, envisioning the future state, and skillfully crafting UI compositions. Not only is Mehar a fast learner, but she is also adept at explaining intricate work to large audiences of stakeholders. She has rapidly gained the confidence and trust of both our team and the client.
Mehar consistently maintains a high level of quality in all her work. She operates independently without the need for close supervision and is trusted to fulfill her responsibilities within the set deadlines. The client is extremely pleased with Mehar's contributions to the engagement so far, and her design of the future experience UI continues to generate enthusiasm among the team.
[Name redacted]
UX Manager
Mehar's creativity is truly amazing! Her exceptional listening skills enable her to deliver outputs that foster collaboration and result in products that users are excited to use. She has played a significant role in the success of our latest deployment for Navy Federal, where the UX has received high praise for its simplicity and robust solution that allows users to track member concerns effectively. Mehar's ability to quickly implement changes based on development input is also very impressive, leading to highly productive workshop sessions. Mehar also has outstanding presentation skills, regardless of if it's internal or client facing calls. She is able to command a meeting and ensure the proper outputs are achieved in that meeting in order to maintain progress. She has led a number of client meetings where she presented not only what the screens will look like to users but also explain the benefit. Making the client not only feel heard but excited about the future! Her contributions have been invaluable to our team's success.
[Name redacted]
Technical Lead