Tracking
Customer Email
Eliminated 99% of email related complaints, reduced troubleshooting time from days to seconds, enabling faster application processing.
Time Frame
2 Releases - 5 months
Problem
Critical email delivery failures cause digital loan applications to stall without notification or logs. This silent error creates a "black hole" in the process, forcing a costly 16-day manual resolution cycle that destroys operational efficiency, customer trust and application drop-offs.
Financial Cost
a
dwindled employee efficiency & productivity
b
Fewer applications processed, lowering approval rate
c
customer dissatisfaction damaging reputation/trust
d
less likely to get new products or recommend to others
Emotional Cost to Staff
a
feeling of frustrated and neglected
b
time wasted, burn out
Cost to Amount
a
damage to reputation has led to net loss in promoter score
b
product support time spent investigating repeatable issues.
c
loss of trust, ability to find new clients
Solution & Impact
01
New bucket for all issues.
System should present all issues that need to be acted upon upfront. This includes not just email issue but any issue. No more waiting for the customer to call in.
Design enabled visibility and promoted proactiveness.
Business KPI
No. of Service Incidents
4/month
->
0/ month
UX Benchmark
Time to Resolution
19 days
->
5 mins
Data collected via analysis of Service Incidents.
02
Troubleshoot by looking at raw data.
No need to raise service incidents.
Raw response helped especially product support, QA teams and banks that have in-house IT teams.
03
Preview email sent to customers, if there is an issue reconfigure. This was a big complaint that bank staff could not see content of the emails, now led to higher satisfaction.
UX Benchmark
Customer Satisfaction
n/a
->
84.8%
Data collected via Post-release survey. Total 33 responses.
Background
Story of the Project & Reframing the Problem
Finding Golden Paths
Rapid Prototyping & Testing
Anatomy & Visual Design
Anatomy
Header
Initial designs had full email name as a variable with status added at the end, but being dynamic in nature they read funny sometimes depending upon how the emails were named. Hence finally we decided to keep the event title simple.
Key Value Pairs
For back to back recent events, displaying relative time and then getting specific for old stamps, helping user to make sense of chronology
Time Stamps
Putting It All Together
State diagram of what happens when Try Again is clicked.
Retry State Transition
View Log - Modal Overlay: Modal Variant : Position Right
Log Side Sheet
Verify email content
Look for typing mistakes or missing info
Troubleshoot
Reconfigure
Email Content
Jobs to be done
Lessons, Philosophy & Approach
An architect wouldnโt design a building without understanding physics or structural integrity. Similarly, I don't believe we can design software without grasping the underlying mechanics.
To design effectively, you have to understand your material. In our case, that material is code and data.
Collaboration isn't enough; we have to understand the technical details to truly meet engineers where they are.