My key takeaway was how much efficiency hinges on data clarity in a high-stakes support environment. We learned that the quickest way to improve associate performance wasn't by adding features, but by ruthlessly simplifying access to the right information. Consolidating fragmented member records into one unified view instantly built user confidence and slashed resolution times, proving that a seamless data experience is the ultimate workflow solution. Furthermore, this project reinforced the power of deep internal collaboration; by treating internal associates as expert users and rigorously testing prototypes with them, we successfully validated improvements and aligned the design perfectly with their real-world, high-volume needs, even without conducting traditional external member interviews.