Customer Hub

1. Context

Abrigo's risk management platform, Customer Hub, supports community banks across multiple areas of financial crime, including BSA/AML and Fraud, with each area operating as a substantial application with its own workflows, data, and users.

I led the design of a unified layer across these products, allowing an analyst to search for a customer or account and understand their risk and activity across the broader platform before drilling into the specialized applications.

2. The Problem

Analysts had no way to see the big picture.

The information needed to understand a customer’s risk existed across the platform, but it was distributed across major applications, each optimized around its own financial-crime workflow.

An analyst investigating one customer might need to move between multiple products and processes to understand:

Current alerts and cases
Fraud activity
SARs and CTRs
Sanctions screening
Relationships
Current and historical risk ratings
Accounts and transactions
Customer and entity relationship

The platform needed a customer-level lens to unify the product suite.

3. Feedback

User feedback is at the heart of how I design. The best solutions come from what they need - not what we assume they need. For this project we heard a range of customer voices, as well as our internal Customer Advisory team.

12 Community
Banks

19 BSA & Fraud
Analysts

4 BSA
Officers

6 Abrigo
Advisors

Initial Interview Quotes:

“We're a really small team and it gets really time consuming to jump back around between modules, our own documentation, and our core to make sure we don't miss anything."

4. Key Decisions

Introduce a global customer search for easy access to Customer Hub

The customer became the organizing principle and we created a customer search available from anywhere in the platform.

This allowed an analyst to start with:

“Who am I investigating?”

Instead of:

“Which product might contain the information I need?”

This was a significant information architecture shift, not simply a new dashboard.

Make Customer Hub a connective layer, not a replacement

We didn’t attempt to recreate the functionality of each application. Instead, Overall Risk became the orchestration layer for the existing modules.

See the signal → understand its context → enter the right product → continue the investigation.

An analyst could move from a high-level customer view into the specific BSA/AML or Fraud workflow relevant to what they’d discovered.

We were solving an ecosystem problem, not trying to make one giant application.

Create a new and improved relationship visualization feature for network analysis

A customer’s risk can’t always be understood by looking at their activity alone.

We designed an interactive relationship graph that mapped connections between individuals, businesses, accounts, and other related entities, allowing analysts to see how a customer fits within a broader network.

Analysts could explore those connections to identify potentially meaningful relationships, understand how risk may extend beyond a single customer, and determine where further investigation was warranted.

Find a common language across fundamentally different modules

The individual products had different purposes, terminology, workflows, and data structures.

The challenge was determining what should be surfaced together at the customer level without forcing every product into the same model.

We established a common overview around concepts such as: Risk, Activity, Relationships, and Investigative Signals,

while preserving the individual products as the deeper sources of truth.

5. Impact

Customer Hub transformed a fragmented, module-by-module investigation process into a connected experience - reducing effort for analysts while increasing the value of the broader platform.

38% faster customer investigations

Reduced the time analysts spend searching across separate applications and piecing together customer information.

12 modules connected

Brought customer-level data from 12 previously separate modules into one overview, increasing the value of the platform as an integrated ecosystem rather than a collection of individual products.

18% increase in cross-product engagement

Customers exposed to relevant information from across the platform were more likely to engage with additional financial-crime capabilities.

Contributed to retention, expansion, cross-sell, competitive differentiation, and platform adoption by giving customers greater value from products they already used.