An uptick in cases of users using our service to commit fraud (money laundering) forced us to block our bank change feature and direct all client bank change requests through a rigorous manual staff verification process.
(1) Redesign the existing bank change feature to include a secure authentication process — allowing for automated approvals that doesn’t require staff intervention.
(2) Design an internal workflow feature that allows staff to track and complete client bank change requests.
As part of our initial research for this feature, we roped in a few folks from our Client Services Team to create a service blueprint to better understand the problem. The goal of this was two-fold:
After creating the initial blueprint and conducting a few interviews with staff, we presented our findings to the stakeholders. We outlined the issues that needed to be addressed and ran a workshop with stakeholders to define an ideal state for the workflow.
Here is the service blueprint (current state) that I digitally recreated for documentation’s sake. This map helped us identify key pieces of information that we needed to include in the UI to help staff identify fraud quickly and accurately.
User Flow (Client)
We often run internal usability tests for our features. This one was particularly pertinent since we could test the design with users who be the direct users of the feature.
Mobile Flows (Client)
This was the final set of mobile screens for the client bank change + verification flow.
(Desktop screens available upon request)
Once we identified key pieces of information that staff needed to validate and process each new request, we started card sorting to form a basis for the feature’s IA.
Here are some early sketches I did to define possible flows and IA structures on each screen.
We ran usability tests with our client services team. This was particularly useful since we could test the design directly with the users who would be using this feature on our admin platform.
After a few rounds of iterations (and 2 rounds of user testing) — I refined the designs to this. This flow involves a work queue of pending bank requests and a request details page where staff can approve or reject each request.
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© 2021 Julian Liao