मीनू अन्ना मैथ्यू

पलक्कड़, केरल

2022

प्रतिक्रियात्मक वेब डिज़ाइन

A smart tool that facilitates easy and timely access to necessary information, thus enhancing the efficiency and aiding the work of RMs and other key stakeholders such as the CCBO of a Middle Eastern Bank.

What is RM Workspace?

Small Bank aims to develop a dynamic platform for Corporate Relationship Managers, Team Leads, Region/Segment Heads and CCBO within the organisation to enhance schedule management, work efficiency, and facilitate quick access to relevant data for better decision-making. The focus is on designing a responsive user experience that simplifies daily tasks and scales seamlessly across multiple hierarchies.

My Role

As a UX designer and researcher, I designed a user-centered solution for a finance company's Corporate Relationship Managers during MVP stage. After successfully meeting stakeholder expectations, I scaled the solution to accommodate higher hierarchy needs while maintaining a seamless and intuitive experience.

In this project, I worked as the senior designer collaborating with a UI designer and a team of 2 Product Owners, 8 developers, 2 QA testers, and 1 Scrum Master in an agile environment to deliver high-quality designs. I prioritised responsive design for accessibility on various devices.

Agile Design Process

The Problems

Multiple Existing Systems

The users previously worked between 9 different applications and was also sometimes paper based, this made it very difficult for the users to maintain one source of truth and track tasks. All tools played an important role in the process but no single tool could provide multiple functions.

Ecosystem of Tools

Redefining Business Rules for Different hierarchies

Due to the lack of a pre-existing one stop solution the standardisation of business rules had to be run through with the Business Owners as we scaled the platform for the higher personas and their respective segments, I worked closed with the PMs to create and understand the status of change requests. This also affected the way each of the users interacted with the platform

Hierarchy and Regions in Small Bank

Lack of Data Visualisation

Not having automatic data driven-data visualisations on a dashboard can lead to several issues. First, it can be difficult for users to quickly understand the meaning and significance of the data being presented.
Second, without visualisations, it can be challenging to identify trends and patterns in the data. This can make it more difficult to identify areas that require attention or improvement.
Finally, an information overload makes it difficult to discern the most critical information from the rest. A well-designed dashboard with visualizations can help to overcome these issues by providing users with a clear and concise representation of the data, enabling faster and more informed decision-making.

CCBO's previous view of data

Problem Statement

How might we design a system that enables efficient and hassle-free access to relevant information, reducing the dependence on multiple tools for Corporate Relationship Managers (RMs) and their higher personas?

The Solutions

Integrated and Organised Dashboard

A user entered dashboard that provided all end to end requirements was created for users at various levels starting from the RM (MVP) to the CCBO (PMVP) , displaying data that is relevant to each user. This was achieved through interviews with various stakeholders and users by gathering requirements and affinity mapping them.

Dashboards for RM and CCBO

Scaling and creating requirements through CRs

When designing a solution for a bank, it is important to consider scalability for other personas beyond the initial MVP stage. In particular, as users move higher up in the hierarchy, their requirements often become more complex and involve more interactions with other teams such as Finance.
In higher-level persona, such as a Chief Commercial Banking Officer (CCBO), access to more advanced data analytics and reporting tools is required in order to make strategic decisions for the bank.
It is also important to consider the unique needs and pain points of B2B interactions, as these can differ significantly from B2C interactions.

Performance Management Screens across varied users - RM, CCBO and TL

Data Visualisations on the Dashboard

The following criteria showed improvement when data visualizations were created from the previously used Excel sheets by the stakeholders:

- Better Decision Making : Simplify complex information and enable decision-makers to quickly comprehend data, identify trends, and locate areas that need further analysis.

- Improved Communication: Enhance cross-functional collaboration by simplifying complex data and making it easily comprehensible for both internal and external stakeholders.

- Efficient Analysis: Simplify data analysis by identifying patterns and outliers, saving time and improving accuracy of insights gained.

- Monitoring Performance: Real-time data visualizations track KPIs and metrics for informed stakeholder decision-making and prompt issue identification.

- Enhancing Customer Experience: Improve customer understanding by providing insights into behaviour and preferences, enabling banks to offer more personalised services and targeted marketing.

Opportunities from AA and the RM on both deals and clients are scaled for all personas.

Responsive Design across the platform

The platform was made reponsive across three main device sizes - iMac, Laptop and iPad.This was mostly a challenge while scaling pie and donut charts due to additional white space on the component.

Portfolio Management for personas across the platform through responsive design

Testing

By testing across various levels it was easier to identify issues and opportunities for improvement, as well as validate design decisions. By conducting design tests the flows were more user-centered and effective that meet the needs and expectations of their target audience.

Takeaways

User Research helped scale this project to understand the requirements of each persona and speaking to different users in each persona contributed to solving more pain points.

Continues feedback and cross functional teams helped with smoother releases and maintain a stable backlog and burn-down charts .