Go2 Java | Japan Journey CRM

Go2Java is the internal CRM (Customer Relation Management) system, used by Amex CCP’s (Customer Care Professionals) a.k.a. Customer Service. Their previous system was built with the Pega CRM. My role was to transition and update the Pega system to the new modern Go2 system.

Japan Journey
This project called for numerous meetings in the late night (Eastern Standard Time, USA) to meet with the business leaders in Japan. Since Japan does not use the Latin alphabet, I had to familiarize myself with two of their native alphabet systems: Katakana and Kanji. We relied heavily on the Japan market leaders to make us familiar with the country customs, traditions, and Japanese financial and banking habits. This proved challenging to learn the different ways Kana and Kanji are used, the home address system and the different uses of phone numbers — to name a few. Along with these we needed to learn their pain points and areas for improvement. While intaking the customs and traditions, we also provided our expert business and design standards to provide the best user experience for all their customer care professionals. The challenge was taking their outdated legacy system and creating an approach to reorganize their legacy UI into a modern UI that fit into our Go2 Java CRM system. All work for Go2 was done in Sketch and later transitioned to Figma. This project is now live internally.