Wealth Workstation
Transforming wealth management operations at Citi Private Bank
What is Wealth Workstation?
Wealth Workstation is a unified platform that we designed for Citi Private Bank's Client Service Officers (CSOs) who manage the bank's wealthiest clients.
THE PROBLEM: CSOs were drowning in complexity—juggling 40+ disconnected systems, spending 67% of their time on manual tasks, with zero visibility into request status or outcomes.
THE SOLUTION: We designed an integrated platform that consolidates scattered workflows into three core modules:
Case Queue - Intelligent workload management
Client 360 - Holistic client profiles
Dashboard - At-a-glance status & quick actions
Case Management - Detailed Case information
My Role & Responsibilities
🎨 Design Ownership: Led end to end UX/ UI for Queue and Client 360, Collaboration with DS teams.
🤝 Cross Functional Collaboration: Partnered with Global teams, +20 Feedback Sessions
🔄 Process & Methodology: Agile 2 Week Sprints, Constant Feedback (meets, reviews)
📊 Strategic Contribution: Transitioned to Strategic Partner (Case Queue, Client 360)
Tools
Jira, Confluence, Figma, Odyssey (Citi DS), Teams, Zoom
The Challenge
Drowning in complexity
Citi Private Bank's Client Service Operators were drowning in complexity, navigating 40+ legacy systems to serve high-net-worth clients. This fragmentation led to:
Spent on Manual Tasks
Separate Platforms for Client Requests
Tracking and Visibility
Average Daily Switches per CSO / day
Understanding the CSO's Journey
CSOs struggled with a jumble of disconnected tools, handling requests via emails, calls, notes, and spreadsheets, lacking visibility into status or outcomes. Weekly sessions were established for ongoing feedback and to clarify requirements.
Research Methods
CSO MANAGER REVIEWS
GOVERNANCE REVIEWS
ONE-ON-ONE INTERVIEWS
SHADOWING SESSIONS
USABILITY TESTING
Current Workflow Example
After chatting in our first review meetings and talking to a few CSO Managers, we figured out the typical working scenarios. We laid out some of the usual flows and how agents are currently handling client requests.
CSO receives and opens email request from client
CSO reads email, concerned there is suspicious activity in clients account.
CSO emails concern via Outlook to Fraud DL to review
CSO sets a reminder to follow up on the progress
CSO receives email from Fraud Team the issue is resolved
CSO sends email to client confirming resolution of issue
Enhanced Workflow
CSO reviews consolidated queue for Next Best Action
CSO validates case details & assigns to appropriate team
CSO queue shows case is completed by the appropriate team
CSO views details and email from Fraud Team to validate
Key Design Solutions
CLIENT 360 MVP 1.2
CLIENT 360
Before Client 360, CSOs wasted 20-30 minutes switching between 15+ systems to gather basic client context for each interaction. A simple inquiry like "What's the status of my wire transfer?" involved checking multiple platforms and notes, risking errors and delays.
I created Client 360 as a unified profile that consolidates everything a CSO needs into one searchable interface:
Financial Summary: Real-time portfolio data and net worth
Accounts: All client accounts with balances and transactions
Personal Details: Contact info and legal documents
Relationships: Family structure and connections
Active Cases: Open requests and their status
Communication History: Complete interaction log
With Client 360, CSOs can access a client's full financial picture in seconds, enabling quicker, more informed service.
Result: 60% reduction in context-gathering time.
Early concepts of the Client 360. First ideas / concepts were built with product during session meetings and after the interview sessions to identify needs of what would be vital information to show of each client
Key Features
Main Client 360 View, includes masthead and team tab
View from the PI tab within 360
Column Filter Example
Masthead: Basic PI for clients being identified during a call
Key Design Solutions
CASE QUEUE
Before Case Queue, CSOs started each day spending 45+ minutes just figuring out what needed their attention. They checked emails, personal spreadsheets, and called back office teams to manually prioritize 200+ requests—with zero visibility into team workload or impending deadlines.
I designed Case Queue as an intelligent command center that brings order to chaos:
Queue Summary Dashboard: At-a-glance metrics showing unassigned requests, new items, past due, and pending actions
Multi-Team Queue Management: Feature enabling CSO Managers to view and balance workload across 15+ regional teams simultaneously
Smart Filtering & Sorting: Customizable views by status, priority, due date, member, and assignee
Visual Status System: Color-coded badges (NEW, PENDING, PROCESSING) with triple encoding for instant recognition
With Case Queue, CSOs can prioritize their entire day's work in under 5 minutes, with complete visibility into team capacity and SLA tracking.
Result: 45% faster case triage, 35% reduction in workload imbalance, 92% CSO satisfaction.
CASE QUEUE MVP
Example of the columns show within 'My Cases' tab. Shows the assigned cases for this particular CSO
Team Selection Modal
Linking for Case Management / Client 360 / Requests flows.
Case Creation / Case Management Screen
Available Column Filters
Our Impact
Positive Feedback from our users
Adoption Across NAM & LATAM
CSO's enabled global visibility
Manual Tasks reduced
Unified Platform for CSO's
Wealth Workstation transformed how 500+ Client Service Officers work across Citi Private Bank globally—replacing 40+ disconnected systems with a unified platform that delivers complete client context in seconds, not minutes. The result: faster service, happier CSOs, and a foundation for the future of wealth management operations.
"This is the first time I feel like I have control over my workflow. I'm not constantly reacting—I can actually prioritize strategically."
— Senior CSO, North America
"Being able to see my team's queue has transformed how I manage workload. I can proactively reassign before someone gets overwhelmed."
— CSO Manager, LATAM