Quick information
Summary
It became increasingly obvious that our users needed a way to invite their business clients to add multiple profiles to their applications. We needed to find a way that the client can do that without showing too much private information to others.
By leveraging off our existing client portal, we found a way for the client to specify related parties and their relationship to the overall application in one sitting.
Context
This was designed for a cloud-based SaaS application that automates the process for opening business and individual accounts, it is a highly configurable, customisable solution for financial service providers.
This is an addition to the Onboarding Project.
design Method
Discover
Empathising with the users
We wanted to identify the pain points of the user and what could save them time. Along with the product manager, we came up with a list of questions to better understand the problem. We also had a look at what was out in the market by doing competitor research.
Finding our target users
By asking our target customers what their issues were, I was able to construct a few personas of both the banker and the applicant.
Ideate
Exercises to increase ideas.
Taking our findings from the customer interviews, we conducted the crazy 8 exercises with the broader team to see what the possible solutions could be.
We took these solutions and voted for our top ideas. With these, we also found some common solutions amongst us.
Wireframe& prototyping
Taking the sketches as inspiration I collaborated with the product manager to come up with possible user journeys.
While we did the user flow, there were points where I would quickly sketch out a wireframe to 1) envision the wireframe and 2) align with the product manager to ensure we were on the same page when discussing…. This user flows serve as a reference for the wireframes.
Test
We took the wireframes of this organisational structure to customers to see how they would like using it, at first they thought this was a great idea & that their clients would love it.
We were convinced that this was the right move.
I took the solution to the engineers to find out what the timeline would be for this solution and the effort behind creating it.
Iteration
Going back for a second round of discovery, a few users did not like the journey because of how time-consuming it all seemed. They stated they already knew what their org structure looked like so there was no need to visualise it here. I just want to hand the information to you.
The engineering feedback was that creating the organizational structure would take up to 1 year to build and complete excluding quality assurance & user testing.
With this feedback, I began to iterate on ideas & confirm with the product manager If it was in line with their vision & we went back to the testing stage
Process Work
Ideation & Collaboration with the broader team.
Research phase questions & considerations that came up
Beginning the user flow phase & working through the detailed steps of the flow. Which actions the user might take at which points.
Our first concept was to allow the user to create the organogram in a visual display, however this was proven to be way to much & we had to go back to the drawing board.
How a possible final org structure may look
Because the topic is so nuanced, it was important to start doing customer discovery at a stage where the information was legible. I took user flows and converted it to medium fidelity wireframes.
Final Solution
We ended up creating a form that simply collected the user data & allowed one user to upload documents for multiple profiles.