Manual Income Verification Experience for Banking
From ~ $1.4 million in operational cost to ~ $488,000. Reduced task time from 40 mins to 8 mins.
Short Story
Short Story
1
Problem
Business Problem
Loans sometimes require income verification which takes time resulting in
High volume of declined applications
High operational cost, sometimes referred to as BPO cost.
Low Confidence & High Risk
User Problem
Task is tedious & time consuming
Verification is prone to mistakes due to usability issues
Lot's of back & forth with the customer causing delay eventually leading to customer losing interest
Every application is looked at by two people as a precaution causing more delay
Design Goal
Reduce task time.
Increase verification confidence
Improve the emotional/ motivational experience of agents have to put in to get the review done.
1
Problem
Business Problem
Loans sometimes require income verification which takes time resulting in
High volume of declined applications
High operational cost, sometimes referred to as BPO cost.
Low Confidence & High Risk
User Problem
Task is tedious & time consuming
Verification is prone to mistakes due to usability issues
Lot's of back & forth with the customer causing delay eventually leading to customer losing interest
Every application is looked at by two people as a precaution causing more delay
Design Goal
Reduce task time.
Increase verification confidence
Improve the emotional/ motivational experience of agents have to put in to get the review done.
2
Sneak peek & Impact
2
Sneak peek & Impact
Long Story
Long Story
1
Kick-off Meeting
A very prescriptive brief, can you make us mocks?
1
Kick-off Meeting
A very prescriptive brief, can you make us mocks?
2
Identifying SMEs & Chatting with them
Those who know, aren't the stakeholders. Stakeholders strangely enough don't know about users.
2
Identifying SMEs & Chatting with them
Those who know, aren't the stakeholders. Stakeholders strangely enough don't know about users.
3
Current User Experience
4 agents over zoom, 4 different sessions. I, my product manager Kenny and our specialists.
3
Current User Experience
4 agents over zoom, 4 different sessions. I, my product manager Kenny and our specialists.
4
Building Consensus
Next big task, bringing everyone on the same page. For the first time ever we had a persona to look at. 👨🏻💻
4
Building Consensus
Next big task, bringing everyone on the same page. For the first time ever we had a persona to look at. 👨🏻💻
5
Design Guidelines
Turning findings into design guidelines and antiguidelines
5
Design Guidelines
Turning findings into design guidelines and antiguidelines
6
Ideation
Working around current design system is a challenge, it doesn't adapt very well to tedious information dense tasks.
6
Ideation
Working around current design system is a challenge, it doesn't adapt very well to tedious information dense tasks.
7
Further Detailing
7
Further Detailing
8
Critique
Gathered design team to deliberate design system decisions around tasks with high information density.
8
Critique
Gathered design team to deliberate design system decisions around tasks with high information density.
9
Heuristics
Evaluation method limited to design critiques...with working prototype I tested the design now with 3 UX researchers on usertesting.com
9
Heuristics
Evaluation method limited to design critiques...with working prototype I tested the design now with 3 UX researchers on usertesting.com
10
Testing in QA
Nothing is like testing a fully functional solution.
10
Testing in QA
Nothing is like testing a fully functional solution.
11
Going Live
With only 10% applications, around 50 income reviews in 2 days.
11
Going Live
With only 10% applications, around 50 income reviews in 2 days.
12
Lessons
12
Lessons