CX SaaS redesign for the Finance Industry
Redesign a modern customer experience solution tailored for the finance industry to help agents increase their productivity.
Push back from Product Managers to uptake a new design system that was still a work in progress to the current build.
I was the only hands-on designer in the team, but I worked closely with my manager on the multiple facets of design including product strategy, research, information architecture, scenarios, interaction, visuals, and prototyping.
In addition, I worked with a team of product managers (2), developers (20+), and content strategists (1).
My direct design team holds weekly meetings so I was able to iterate my design work based on their ongoing projects and feedback.
I held weekly scrum meetings with project managers and developers to set a vision for the product, as well as designing interactions for future use cases.
I reviewed user insights provided by project managers and started with a heuristic evaluation of the current build.
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
The amount of paperwork is so much, that agents are forced into a back-and-forth correspondence with the customer.
The onboarding process involves checks across many document types, which leads to many manual and laborious tasks.
A long a tedious process affects their KPIs because their performance is measured on the 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 reather than reactive in order to increase customer satisfaction.
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.
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.