English
EspañolWorkflow is an internal process management software for Financiera Nacional Monte de Piedad.
The problem
The current documentation review process for credit approval presents inefficiencies that prolong response times, generating friction for both the backoffice team and end clients. Additionally, interfaces are not designed with real users in mind, which exacerbates delays and negatively impacts user experience and business agility.
The Solution
The design team proposed an improvement based on the needs of the user (backoffice team) and the critical usability points that the platform presented.
Client
NMP – Nacional Monte de Piedad (México)
Tools
Figma, Miro, Excel
Role
UX Designer in a team of 2 designers.
Duration
8 weeks: november & december, 2022.
Comunication is key
In the initial session with the client we were able to define the objective, context, audience and scope.
Through the UX Project Blueprint, we manage to identify current data and define the UX activities to be carried out.
The Process
1. Research
Knowing that we needed to have a short-term improvement and prioritize what has the greatest impact but with medium effort, we began using the software to see what it would be like to use it.
a. Heuristic Analysis nos allowed us to identify usability problems and areas of opportunity for improvement.
b. We interview users (stakeholders and workflow managers) to understand the needs, desires and pains in relation to the use of the product. We delve into perceptions, behaviors and opinions.
2. Empathize
After conducting the interviews, patterns, common and isolated pains were identified based on the different roles interviewed.
What do we discover?
WORKFLOW does not have active technology to validate the types of documents requested from users. The main findings:
Response time
Often the time indicated to clients is not met. They exceed 72 hours and can last up to 30 days, which causes frustration and distrust in the process.
It negatively affects the user experience and brand perception.
Lack of automation
The tool lacks automation to validate the type of documents requested, which forces document review to be a manual process, generating inefficiencies, potential errors and delays in the workflow.
High staff turnover
The assignment of tasks without considering the technical profiles of the workers generates a lack of consistency and specialization in the team, which negatively affects the efficiency and quality of work.
Proposals were made to improve the user interface taking into account the results of the Heuristic Analysis carried out. Below are some examples of actionables:
3. Design
3.1 Wireframing
I was in charge of designing the wireframe of the main screens of the platform, it was proposed to divide the way of managing the tool into two:
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A home or desktop part in which to view and consult information easily, navigate as if you were on a website.
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The other is management, in which the contents, catalogues, statistics, etc. would be managed and contributed.
Together we went through 2 rounds of iterations before the wireframes were approved.
3.2 UI Design
Within the client’s design team they already have their own UI Kit and are in the process of creating the Design System. We ensure that the user interface and the proposed elements align with the internal system, both aesthetically and functionally.
4. Prototyping y testing
We were not able to carry out the prototyping or test the solution. They changed priorities and assigned me to another project at the same client, this time as UX Lead of the APP Origination project.
5. Takeaway
It is very important to involve the interested areas that are impacted by the changes, always have an open mind and listen to different points of view, this will greatly enrich the design process.
Balance
The project helped me understand that it is always important to maintain a balance between business objectives, context, user needs and technical effort.
Data
Before making a design decision we must rely on data, collect information before starting the design process. This was key to making it known that the problems were deeper than just changing the color of the interface.
Flexibility and adaptability
When priorities change we should not get frustrated, we should rescue the learning obtained and approach the next project with a backpack full of tools and optimism.