The aim of the project was to study customers’ needs within the Banking and Financial Services and Insurance (BFSI), understand their journeys and digital touch points, and propose design solutions to enhance the user experience of customer service and support to increase customer satisfaction for BFSI clients.In-depth user study, research and strategising led to the creation of solutions in form of additional features in the existing agent-customer user experience.They were designed to enhance customer experience and eventually lead to the design of new customer support software.