Context and purpose.
The Credit Calculator was integrated into an omnichannel enterprise support platform serving 12,000+ agents nationwide.
Support agents were making customer-credit decisions inside a legacy workflow that placed too much decision logic on the person using it. The experience also had to support two different credit scenarios without making agents interpret the underlying rules themselves.
What the project needed to achieve.
Help agents distinguish discretionary credit decisions from non-discretionary, rules-based entitlements inside an existing support platform serving more than 12,000 agents. For discretionary cases, make the three standard credit options and the exceptional Override path understandable without nudging agents toward the highest amount. For non-discretionary cases, represent predetermined policy and province- or territory-specific tax treatment without presenting an unnecessary calculator. Deliver clear decision states and implementation guidance for review with product and technical stakeholders.
The problem, constraints and competing priorities.
Two fundamentally different decision paths had to work inside the same omnichannel application. Discretionary credits required guided agent judgement, while non-discretionary credits followed predefined rules, including province- and territory-specific tax treatment.
The competing priorities were guiding discretionary agent judgement while preserving rule-driven outcomes and tax requirements for non-discretionary credits.
My responsibilities, ownership and collaboration.
I researched the agent workflow, modelled the decision logic for discretionary and non-discretionary credits, designed and prototyped the experience, and translated business, policy, and tax requirements into interaction behaviour that could work inside the existing enterprise application.
The options, trade-offs and reasoning behind the key choice.
Treat discretionary and non-discretionary credits as different interaction models rather than forcing both through one calculator. Discretionary cases used guided standard options with a separate Override path, while non-discretionary cases bypassed the calculator and followed rules-based determination.
What was delivered and the impact it made.
The delivered experience established two distinct decision models inside the same enterprise application. Discretionary credits used guided standard options with a separate Override path, while non-discretionary credits followed rule-driven determination, including jurisdiction-specific tax treatment. The resulting flows made the intended product behaviour explicit for review and implementation.
How this work shaped my product design approach.
This project reinforced that a calculator can be a decision-support system, not simply a place to enter values. Distinguishing discretionary judgement from rule-based credits made the boundaries of agent authority clearer and helped turn a complex policy into a usable workflow. It strengthened my approach to designing tools where usability, operational accountability and business rules must work together.
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