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Bringing the user to the forefront of a project driven by regulatory affairs.
User research | Workshop facilitation | Iterative co-design | Iterative testing | Collaboration
Overview
Industry
Finance
APRA Remediation item to move and uplift the existing High Risk Customer Management tool onto the approved risk system platform whilst ensuring the user experience of the tool was also uplifted in the process to reduce friction and increase data accuracy.
Project
Initiative lead and lead UX designer
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Advocacy for our users, the bankers
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User research and research analysis
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Planning and facilitation of banker engagement workshops and interviews
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Iteratively tested my conceptual solution with bankers
12 months
My involvement
Timeline
Understanding the problem
The Nova Risk System project was initiated as an outcome of the Australian Prudential Regulation Authority (APRA) findings that the existing ANZ High Risk Customer Management (HRCM) tool was not compliant and had excessive user experience issues.
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The existing tool was a single page form with an excess of 100 fields.
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Many fields were unknown by majority of the users.
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No ability to save in progress form.
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The tool did not cater for real world experience of the user.
Q.
How might we utilise the opportunity to relocate HRCM onto the new platform in a way that involves the insights of our bankers so that we can improve the user experience and meet the regulatory requirements.
Research kickoff
After gaining endorsement from the head of Lending Services whose team is responsible for our financially vulnerable customers, I had been given a group of 8 participants that covered 4 different customer groups across Australia and NZ as this is were the bulk of our customer base sits in directly relation to the HRCM tool.
This incredibly talented group would eventually become my subject matter experts and co-design team members.
Banker interviews in a group setting
Workshop method
To ensure the bankers in the participant group were able to get there points across without some of the bias that can come out of a focus group setting, I ran the workshop by writing my interview script as usual and asking each question to the room one at a time. The bankers each had their own post-it notes to write their responses. After each question, I invited them to come up and add them to the research wall before continuing on. This kept the participants interest in the task and avoided them thinking for too long about how to respond.
Insights
Completely manual customer data entry and no integration with our core systems leaving more room for human error and not to mention the rate of double handling.
When inputting data, bankers reported repeated instances of the platform crashing and loss of any edits that had been made prior to the crash.
The form doesn't take into consideration the various levels of knowledge across lending services and often, the bankers weren't aware what some of the fields meant or why they existed in the first place.
Manual entry and double handling
System crashing and loss of data
System vs user literacy
Together we then ran an affinity mapping exercise which helped me to identify the key themes and dig further into some of the insights on the wall.
Banker views
Below you will see some example quotes pulled out from the research findings that allowed me to empathise with the issues the bankers were facing daily. One of my initial assumptions based on the old tool was validated through this method and also became useful later on in the process.
"How am I supposed to help and focus on my customer, if I am so tied up constantly battling with the system?"
"We don't collect that amount of customer data at once, it's one big long form so if I need to update on field, I have to go through the entire form"
"My customers are already in a financially stressful situation, my time is most valuably spent with them so I can help"
Iterative co-design
By the time we met up for our third workshop, I decided to use all of the insights we had collected already and create a low-fi visual representation of my understanding so far.
Due to how quickly we were progressing with the project, I created a rough first draft of wireframes heavily influenced by the information I had collected from the bankers to date. This gave us a base to work from to ideate and iterate quickly whilst keeping to project timelines.
Conceptual solution
By this stage, I had used the insights from the bankers alongside some desk research on the user experience of forms to establish that I would implement a non-liner, multi step form that would allow the banker to navigate more freely, work on small parts of the form, save valuable data more easily and even looking forward to how we might be able to provide the banker with relevant notifications of events/milestones they needed to meet for and with their customers.
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Stepper component allows the banker to move through the form freely.
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Provides navigation feedback by highlighting the section of the form the banker is on
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Allows us to flag incomplete pages or vital missing information
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Each section can be saved at any time
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Form sections to be tested iteratively with bankers to ensure the architecture is logical to them.
Outcomes
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Used an iterative approach and being flexible in my research to ensure usability of the system for the bankers was encapsulated correctly
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Worked with the development team members to ensure that the proposed conceptual solution was viable early on in the initiative
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Rapidly redesigned the Nova platform and ensured the usability of it through user testing
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Created low-mid fi wire frames to help the team and key stakeholders visualise the conceptual solution before continuing further
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Gained endorsement from the banker working group and provided them with information packs after each session on the workshops they had participated in
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Gained endorsement from our key stakeholders and heads of Lending Services across Australia, New Zealand and Fiji.
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Created a working prototype to aid the team in story writing and development planning
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