CX SaaS for the Financial Industry | July 2019 - June 2020
Designers (2), Product Managers (2), Developers (20+), Content Strategist (1)
Financial onboarding processes involve checks across many document types, which leads to long and laborious tasks. This impacts the agent’s KPIs because they’re measured by the time spent on each case.
We designed a task-based product that creates an action plan configurable for each type of case, e.g. KYC, decease estate, home loans, among others.
The system automatically recommends to the agent what’s the next best action. These can be part of an action plan or AI-driven based on customer interaction, e.g. complete the next task or return a missed phone call from the customer.
I reviewed user insights provided by project managers and started with a heuristic evaluation of the current build.
Redesign a modern customer experience solution tailored for the financial industry to increase their productivity.
Push back from Product Management to uptake a new design system that was still a work in progress.
The existing design was using an old design system and had complex user flows. It was an opportunity to improve the architecture by prioritizing the content shown to the user and its hierarchy.
The onboarding inefficiency has a direct impact on the customer experience and lifetime value.
Amount of days to complete customer's onboarding process
Percentage of corporates that haven't had a good KYC experience
Percentage of companies that changed banks due to KYC issues
Amount of financial institutions that lost customers due to a slow onboarding process
Percentage of financial institutions that believe poor data management affects CX
Percentage of financial institutions that believe a poor onboarding process impacts customer's lifetime value
Agents are forced into a back-and-forth correspondence with the customer.
The onboarding process involves many checks which leads to many manual and laborious tasks.
Agents are measured by the number of days spent on each case.
Service agents need to keep track of their time spent on a case in order to reach their expected productivity.
Service agents need to be proactive rather than reactive in order to increase customer satisfaction.
I began by narrowing down the most common use case and designed an end-to-end flow.
Customer passes away.
The beneficiary notifies the bank to transfer asset ownership.
The agent completes actions in chronological order.
The transfer is complete and the case is closed.
Focus on simplifying task execution.
Reduce cognitive load through visual design and IA.
It helped me to define the product’s navigation and validate the primary use case.
Latest iteration of the Overview page.
Latest iteration of task completion from the Overview page.
Latest iteration of the Action Plan page.
Task completion motion demo.