Disclaimer: Some of the information below is intentionally vague. The images have been modified for just a visual representation.
Roles & Responsibilities
Service Design
Team lead of another 3 talented designers
Platform
Desktop-webTools
Sketch, InvisionTimeline
2020-2021Background
The client already had similar feature in their 20+ year old legacy systems and sure enough it has constrain in system scalability and user experiences. So it need to be redesigned and support more type and the need of a customer.
Understand the features and sub-features
There are many aspects of setting and configuration to this feature. Due to different financial risk that could happen to the company, some of feature should not be allowed to customer at all, some could be allowed to certain type of user due to their roles, privileges, or direct requirement from a customer Journey
Problem Space
For Customer user
- Category of sub-features
- Financial risk of sub-feature. What should be included and what should not
- Role and right of customer user
- how approval condition works in corporate banking
For Bank Admin user
- Existing operation process and team that would involve in both front office and back office
- Documents and legal procedures that involve such activities.
Challenge
- High expectations from project lead and development team.
- Feature is too complicated to be developed within a given time.
- Existing admin function for bank administrators to manage customer. profiles and settings, but desire to minimize changes to code
- Self-admin function presents a challenge for general users to set up or edit approval workflows
- Approval workflow function on bank admin side is extensive, but not all customer users require extensive options
- Changes to customer self-admin may have high impact on bank admin side due to shared API and database
- Striving to balance useful functions with simplicity in user interface.
Business Goal
- Aim to decrease reliance on customer support teams and call center
- Empower customers to delegate self-admin responsibilities to their employees
- Provide customers with self-admin capabilities, including management of:Company profile
- Bank accounts and functions
- User privileges and permissions
- Approval workflow or matrix.
Activities
Primary Research
- In-depth customer interview to understand their segmentation, roles, thinking and expectation, pain points and needs, how they use existing corporate banking in a daily basis
- Concept testing
- Card sorting for information architecture
- Stakeholder interview to understand what are expectation from Business units, Call center, sales representative, customer support and training, Risk assessment team. Most importantly, we want to understand how they are currently working and collaborating with one another. How can we improve existing operation process.
- Technical and feasibility review
Secondary Research
- Competitor analysis to understand what are function available for a customer, how easy it is for customer to use.
- Conduct usability evaluation and audit to existing systems
- Existing research review
Design Principle
Future Scalability
Support more need and more customer segments
Easier and faster to use
No document and in-person process anymore
User Role
Maker
Approver
a user who is authorized by a company to approve a request sent from a maker. An approver cannot create any request by themself. Maker who has approver's right can create and approve a request by themself.There is a case of small businesses segment such as sSME, SME that there is only one user in a company who can a edit or make a change and then just apply the change. In technical point of view we just grant them both Maker and Approver permission
Information architecture
We found that the information structure from customers’ perspective are slightly different from bank’s perspective. For example, Many customer think that a company daily limit should be with company profile page not with bank account page because it is not about limiting money out from account level but it is a company level which is higher than that.
"ilusstration is coming soon"
User Flow
Usability Testing
To make sure that we were going to implement the right thing and the copywriting is understandable, we were conducting the interview and several usability testing with real customers.Here is a sample of the usability testing
5 participants/ 8 Tasks
Criteria
Who has been used Corporate banking (desktop) as a maker, an approver
Sample of Insight and Finding
- Our findings reveal that the use of progressive disclosure in the approval workflow was well received by most participants as they found it simpler to understand.
- Participants were able to effectively utilize and comprehend the copying of privileges and permissions, although they were unaware of the ability to modify them later.
- Participants expressed a desire for the inclusion of daily limit under the bank account category.
- Furthermore, only a small fraction of participants engaged with on-screen instructions.
Sample of Outcome and Key takeaway
The implementation of a customer self-administration platform resulted in a digital transformation that significantly reduced paper-based work and workloads for bank branches.Increased efficiency: The platform enables customers to manage their company profile, bank accounts, and approvals quickly and easily, reducing the workload for both the customer and the bank branch.
Improved user experience: With the platform, customers can access all the information they need in one place, reducing the need to navigate multiple systems or interact with multiple support teams.
Enhanced security: By giving customers the ability to manage their own accounts, the platform reduces the risk of unauthorized access and ensures that sensitive information is only accessible to authorized users.
Increased autonomy: Customers have greater control over their own accounts and information, which can improve customer satisfaction and increase trust in the bank.
Streamlined processes: By reducing the amount of manual work involved in managing customer accounts, the platform streamlines processes and reduces the risk of errors.
Better data accuracy: With the platform, customers have access to real-time information and can update their information themselves, which can result in more accurate and up-to-date data.
Refine and iterate
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| Edit User and Condition in Approval Workflow |
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| User Profile |
