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