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Financial Proccing Platform
An internal organizational system designed to efficiently manage scams and fraud financial claims, within the banking sector's regulatory framework.
⚡ The new features boosted user satisfaction metrics by reducing cognitive load and led to sales KPI growth.
Background
WORKPHASE #1
Background & Strategy Kickoff
Company evolution
FBX Group specializes in providing financial advisory services for dispute resolution, including virtual currencies. The internal organizational system - "Dispute Tracker", manages customer-submitted claims, ensuring timely processing in compliance with financial regulations.
Frustration and growing pains
Many companies, lacking the necessary resources to manage dispute platforms, suffer financial losses. The goal was to create a system enabling customers to easily track their disputes.
Roles and skills in different features
1. streamlining user case operations via adept agent management.
2. I've collaborated with insurance teams to better understand users' needs
3. I've conducted interviews with experts in the insurance and banking sectors to gather insights into my role's responsibilities.
4. I prioritize user experience, through user-friendly Branding and Style guide
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Via research
WORKPHASE #2
Structure of research
Problem statement
Issues across various financial management systems exhibit consistent patterns within their operational environments, characterized by the following problems:
1. Processes are time-consuming, resulting in significant financial losses.
2. Clients currently lack regulated recourse options beyond banks or credit card companies.
Possible Solution
Dispute Tracker revolves around the financial claims industry, and solves the following:
🤗 Privacy and security storage under VISA/MasterCard regulation
🤔 Reliable management finance system enabling efficient work environment
👍 Real-time Fraud definition through agent expertise.
Defining our target personas
Client
🤷♂️
Uploading documents
Financial Dep.
👨💼
Manage, Review, and Configure dispute
Sales Dep.
🕵️
Fills complaint
he received
Collaboration and Brainsrtorming
As a design leader of this project, I tried to understand user needs Through Finance Dep., Here are the steps I took to achieve this goal:
1. Analyze customer emails to pinpoint recurring issues
2. Valuable feedback from interviews with financial agents
3. User mapping and effectively prioritizing their needs
4. Engagement with stakeholders to grasp claims and fraud processes
Mapping the Users requirements & needs
Site map
I have optimized the dispute resolution process into three clear steps:
✓ Back Office ✓ Finance Department ✓ Agent
catering to researchers and dispute solvers. This structured strategy guarantees both effectiveness and high customer contentment.
Building the Site Structure
To enhance transparency and streamline user processes, we have utilized "Fig Jam" to organize the flow effectively.
Stakeholders meetings
During interviews, I mapped and identified unique preferences of agents and managers.
Design process
WORKPHASE #3
Design definition A-Z
Back-office side
I begin by sketching and creating a site map, carefully considering the personas, identifying solutions that address their problems, and aligning with the organization's goals.
Client side
Uploads files
Clients can conveniently streamline their flow by uploading essential documents.
Sales side
focusing on a complaint
The salesperson records new complaints received, to ensure compliance with the system user's requirements. This process improves customer needs.
Status board
focusing on a complaint
The Status Board stands as the system's central tool, offering a comprehensive view of disputes and enhancing case management capabilities.
Key features
Showcases a comprehensive list of disputes, indicating the client status in each case. The interface also offers filtering options for navigation through different status flows.
Win, lose, or sent a message:
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Time amount status:
Real-time tracking and updates on dispute closure.
Progress via negative or positive colors.
WORKPHASE #4
Success metrics
1. The system showcases customizable services with real-time data
2. Achieving higher customer satisfaction from both clients and finance personnel
3. Emphasizing collaboration and transparency in the dispute management process
4. Enhancing the effectiveness of the status board
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