ENHANCING TECHNOLOGY RESOURCES

Internal Schwab clients needed to request infrastructure for their projects but did not use the current process and would go through other channels to get resources. As the lead Service Designer, I conducted user interviews, created user journey maps, a service blueprint, and prototypes, and facilitated usability testing for the service. The process that originally took about 2-weeks was now done in a matter of days and our metrics showed that all infrastructure requests were being processed by the team.