Services: UX/UI, CRM, prototyping, design system
Industry: Banking

Context

Boursorama is France's largest online bank, a subsidiary of Société Générale. It began in 1998 as an online financial information portal, grew into an online broker and then a full online bank, and passed five million clients before being renamed BoursoBank in late 2023. Behind the customer-facing bank sits the CRM used by internal customer service teams to handle client cases, follow-ups and communications.

Challenge

The existing CRM was outdated and hard to navigate, making it slow for customer service teams to manage cases and client communications. It also had to keep up with a client base that was growing fast. The design task: modernise a working internal tool — clearer navigation, new capabilities for the service teams — without breaking the speed of people who use it all day.

My role

I led the critical analysis of the existing CRM, designed the new navigation system, and delivered the updated interface and its design system. I worked remotely as a contractor across the engagement, alongside the product and development teams.

What I did

Ran a critical analysis of the existing tool first: mapped the customer service workflow end to end, named the pain points, and ranked them so the redesign started from evidence rather than taste.
Sketched processing schemes for a new type of navigation, testing several structures before committing to one.
Designed a cleaner navigation system that put case handling, client history and communications within reach of a single view.
Designed a new feature set for the service teams — case creation and routing, priorities, scheduled follow-ups, and the form patterns behind them.
Detailed the micro-interactions: date and follow-up pickers, field states, and the small feedback moments that decide whether a high-volume tool feels fast.
Built the design system that holds it together, and delivered the interface feature by feature with the development team.

Outcome

A modernised CRM with a cleaner navigation model, a new feature set for customer service teams, and a consistent design system underneath. Agents handle cases and communications in fewer steps, and the interface now has a shared vocabulary the team can extend as the bank grows.