top of page

Thomson Reuters

Creating B2B Customer Success Platform with 100K+ Users

Left faced Silver Macbook.png
Gold iPhone XS Plus left faced.png


2021- 2022


Web for Desktop & Mobile


UI/Visual Designer


Figma, Sketch,
​Illustrator, Jira, Confluence 


Who is Thomson Reuters?

Thomson Reuters is a leading provider of business information services for intelligence, technology and human expertise. The products include highly specialized information-enabled softwares and tools for professionals, including Legal, Tax and Accounting, and News & Media.


Decreased customer satisfaction

Before developing a unified B2B Customer Success Platform, Thomson Reuters faced challenges from multiple legacy systems, leading to privacy issues, a fragmented digital landscape, and decreased customer satisfaction, particularly in account management, despite offering high-quality products for legal and professional firms, resulting in increased call center inquiries.


In need of building a unified platform

The primary goal was to design and implement clear, cohesive, and functional digital platforms. This initiative aimed to deliver an impactful and user-centric design experience, thereby enhancing overall user engagement and satisfaction.


What are the final outcomes and improvements?

Successfully designed and executed a unified Customer Success Platform, which migrated 100K+ customers in the first year off of multiple legacy systems. The new experience increased customer productivity and 94%  self-service containment rates.


Balance between functionality and simplicity 

Auto-pay adoption


In online invoice payments



Call center reduction


Unifying the design tool library

Together with a colleague specializing in UI design, I enhanced and expanded the design system, enabling other team members to access a shared library of UI components across our range of products. This initiative significantly reduced the reliance on multiple design tools and licensing costs, thereby optimizing the budget. Moreover, it laid the foundation for a unified design system.

Group 236 (1).png
Group 235 (2).png

The illustrations and icons used in the CSP were designed to fulfill the need for visual elements that help orient the user, provide additional context for the page, and create aesthetic variability on pages that tend to be very data-heavy. For illustrations, I started with larger sizes and then sized down; I found it easier to remove and simplify details this way. It also gave me a sense of the object before I minimized it. 


Inclusive design for a diverse user base

I partnered with a content designer and accessibility professional to ensure that the textual content within my UI flows was accurate, and that any new UI patterns with associated text I developed adhered to the appropriate linguistic standards. I reviewed the work by complying WCAG AA, such as ensuring adequate color contrast and navigability for assistive technologies.

Accessiblity Notation_2 1 (2).jpg
Accessiblity Notation_3 1 (2).png
image 1 (1).png


User journey through the setup of auto-pay

Designing wireframes and UI flows for auto-pay features and user account access on an e-commerce platform required a thoughtful balance between functionality and ease of use. The process started with drafting wireframes that mapped out the user's journey through the setup and management of auto-pay, detailing essential steps such as selecting payment methods, scheduling, and receiving clear confirmations. For the user account access, the wireframes were designed to facilitate easy navigation to personal and account details, as well as product information.

Group 255.png
Group 254.png


Creating a dashboard to enhance the user management experience

Regarding user account access, I recognize potential enhancements. Implementing a dashboard for users would be beneficial, providing them with the ability to monitor, measure, and analyze crucial data in key areas, while offering a consolidated overview of high-level information. Furthermore, I have refined the UI design to foster a more modern and user-friendly interface. To demonstrate the improvements, I have prepared a design for the Autopay Setup flow that showcases these updates. Here is the link for details:

Key Takeaways 

Explore More on Micro-interactions Design

Nowadays, users are putting more attention on functional interaction design. The interaction can be very small, such as adding a progressive bar, dragging elements on the pages, or siding different images. However, small but meaningful micro-interaction design can let users have a sense of engagement and satisfaction. Therefore, I spent time searching a variety of inspirations and exploring smart tools to make useful micro-interactions.    

Create the Opportunity for Myself

It is important to build connections with UX designers in the company, not only it will help foster great working environment, but also it will give me opportunities to learn from others and grow quickly as a UX/UI designer.  Meanwhile, I also enjoyed sharing my journey on how I transitioned from fashion design into UX/UI design. I believe the nature of a designer job is not only about being a worker, but also about being a thinker. 

bottom of page