Quick Actions
Taking in account the borrower's insights, we introduced four key features on our web application, affecting our response time (-15%).
As a UX/UI Designer, I validated the feature discoverability and designed the new component complain the information
Product
Spotcap Saas
Timeline
Q3 2019 - Q4 20219
Problem Statement
Our financial institution offered a business loan for SMEs. The company provided a loan management tool for borrowers to access their credit line. They can have an overview and insights of the loan status and credit lines in real-time
Clients went to an analogical process to request and perform loan main actions: pause, extend, early repayment, change billing account. To save the cost and decrease our response we digitize the four key activities.
The following case study is an example of a typical Spotcap White Label Project, and it doesn't reflect exactly the Spotcap workflow I was part of during my past experience. I intentionally omitted some details that should not reduce your ability to evaluate my skills in the matter of Product Design.
Research
Customer Service Monthly report
80% Pause Payment
20% Reschedule Payment
5% Early repayment
5% Change billing Account
Customer Service Monthly report
Applying the risk matrix method, we identified the call for request was redundant for the process. However we had to verify it was inline with the minimum requirement.
Finding the right place
One of the challenges of dashboard design is finding the right location for new elements. We wanted users to find them but not abuse the features. Consequently I run various discoverability tests, before assigning the position.
On the left corner the feature is easier findable
Still visible but less accessible.
User needs to scroll to see all of them
Solution
We introduce a set of quick actions on our web application to reduce the response time (-15%) Each element opens a Modal for starting a request.
Dedicated modal
Each modal has a proper purpose and it is composed in a certain way. They share common components to perform the basic activity: submit the request, withdraw the request, or close the modal. Besides, the content is updated according to the state of the application.
The notification center
The borrower receives updates about the state and if additional action is required.
Learnings
Don´t bet on the solution
The digital world is full of surprises. Don't count your chickens. Skip the research is not a good idea. It always reveals unexpected fact about your user.
Change on the flight
Digitizing a business operation requires opinion from a different perspective. It is important to keep your peers uptodate, because they can spot unforseen quick-win. The FAQs link was added in the alpha test.
