Challenges
Current process to review credit limit is tedious and long for customers
Customers must download and fill up a form that they need to submit through an online portal or via standard postal mail with the supporting documents. They wait at least five business days to receive a decision from the Bank on the amount they requested, which can be distressful in critical situations like hospitalisation or funeral.
Lengthy decision process delayed by missing information or documentation for back office
Admins have to deal with large quantities of paperwork, which have missing information and require further communications with the customers, and can be prone to errors due to handwriting.
Process
1. Short discovery phase through the review of the proposed solutions of the clients and competitive analysis on credit limit review for other banks in Singapore, to learn from the market standards.
2. First iterations in mid-fidelity wireframes in Figma to work on the more detailed flows and get first feedback from CX team.
3. Once the flows were stabilised, I worked on the high-fidelity wireframes in Sketch then Figma. Weekly reviews with the client CX and Business teams to refine the requirements and the Business rules.
4. Before we migrated from Sketch to Figma, the client’s CX team arranged for usability tests.
Solution
Delivery of self-service access to permanent and temporary credit limit review through the bank’s banking systems (mobile app and responsive desktop versions), integrated with MyInfo system and an instant decision process for faster access.
The solution has been conceived in a collaborative effort between Red Airship’s design team, the bank’s Customer Experience (CX), and Business teams, using workshops, wireflows, internal reviews, and usability tests over the course of eighteen months.
Retrospective
The project was supposed to be delivered in four to six months. It took more than eighteen months.
We encountered all the challenges that can happen on a project: changing stakeholders, no access to the design tools for the Business, tool migration (from Sketch to Figma), new design system, lengthy and/or unexpected internal feedback loops…
What went well
Teamwork and constant support in spite of challenges
Writing minutes after each working session to keep everyone in the loop and easy follow ups and actions
What could be improved
If I could have a say on the bank's organisation, I would promote more timely collaboration with the technical teams and reviews including more decision makers to avoid any unexpected changes.