Enterprise Product Design

lending (1).png

Product Design For Enterprise Applications

DESIGN PROCESS - DESIGN TEAM MANAGEMENT - UX DELIVERABLES - VISUAL DESIGN AND STYLE GUIDE - HANDS-ON AS NEEDED

MAKE EXTREME COMPLEXITY SUPER SIMPLE

A major financial services firm needed a new design for its new lending program. It inherited a customer service design that was impossibly complex, and so hard to use that it was imperiling the product.

Design Process, Collaboration, and Mentorship

I led a small agile team that was part of a large cohort of other teams. We redesigned the experience so that it fit the task flow of the key user - a customer service rep. When the rep gets a call, they have to authenticate the customer before providing account information. They also have to rapidly cycle through related hierarchies of information.

wct2.png

Designers shouldn't create complex maps, they should transform them into simple ones.

wct.jpg

I quickly created a simple site map.

wct4.jpg

When customers call, this authentication screen pops up automatically.

download+%281%29.jpg

The agent can quickly verify that the customer is who they say they are.

download (2).png

Each level of detail generates its own tab, keeping all that information handy so the agent can quickly  and accurately speed through the call.

Result

The solution provided unwinds all the complexity, providing a dynamic, user generated UI that provides only as much information as is needed, at the time it was needed.

The UI was so well-received that other teams immediately began incorporating the design patterns into related product designs - saving lots of time while improving the experience and decreasing development costs.

When the call is done, the agent presses the customer's button at the top / right -  which closes all the tabs, wiping the slate clean!