The project began with extensive research to gain insights into the existing challenges and pain points associated with the forms process. Through stakeholder interviews, user observations, and usability studies, we gathered feedback from bankers, admins, branch managers, and customers. This research phase aimed to understand user needs, identify workflow bottlenecks, and uncover opportunities for improvement in form completion processes.
A diverse set of user personas was developed to represent the different stakeholders involved in the forms process:
Banker Persona (e.g., Sarah):
Responsibilities: Assisting customers with account management, loan applications, and financial transactions.
Pain Points: Cumbersome form completion process, lack of integration between systems, and difficulty in managing customer data.
Admin Persona (e.g., Michael):
Responsibilities: Managing backend operations, overseeing form submissions, and ensuring regulatory compliance.
Pain Points: Manual data entry, disparate systems, and challenges in tracking and auditing form submissions.
The design process followed a structured approach, starting with ideation and conceptualization, followed by prototyping, user testing, and iterative refinement. Collaborating closely with stakeholders, I led the creation of wireframes, mockups, and interactive prototypes to visualize the proposed solutions and gather feedback. Design thinking principles guided our efforts to empathize with users, define problem statements, and ideate innovative solutions tailored to their needs.
The redesigned forms system incorporated a robust set of features and functionalities to enhance usability, efficiency, and data integrity:
Centralized Platform: A unified platform provided bankers and admins with a centralized hub for accessing, managing, and submitting forms across all channels.
Intelligent Form Routing: Forms were dynamically routed based on customer inquiries, ensuring the right forms were presented to the right users at the right time.
Customizable Workflows: Admins could customize form workflows, define approval hierarchies, and set business rules to automate form processing and routing.
Seamless Integration: The system seamlessly integrated with existing backend systems, CRM databases, and document management platforms, enabling real-time data synchronization and updates.
Enhanced Security: Robust security measures, including encryption protocols, access controls, and audit trails, ensured data privacy and compliance with regulatory requirements.
As the UX lead, I collaborated closely with developers throughout the development process, providing design specifications, conducting design reviews, and offering guidance on UI implementation and interaction design. This collaborative approach facilitated seamless integration between the front-end and back-end components of the system, ensuring a cohesive and optimized user experience.
The redesigned forms system yielded significant improvements in efficiency, user satisfaction, and operational effectiveness:
~ Reduced form completion time by 40% for bankers and admins, leading to increased productivity and faster customer service.
~ Improved data accuracy and compliance through automated validation checks and error handling mechanisms.
~ Enhanced user satisfaction ratings, with 90% of users reporting improved ease of use and satisfaction with the new system.
Pictures below are in the following order:
~ Flow one: Employee lookup
~ Flow two: Restore forms
~ Flow three: Categories and subcategories of forms
~ Flow four: Keyword management
