ADINTAR

CREDIT CARDS ADMIN SYSTEM

Proyect Details

  • Star date: December, 2018

  • Client: Internal client

  • Industry: Financial Market

  • Task: Software Redesign

  • Methodology Scrum



My Role

  • User research & Analysis


  • Persona creation


  • Wireframes


  • UI Design & Prototyping


  • Icon design


  • Usability Testing



Context

A Financial Software Development Company is the onwer of a Credit Card Administration System, which has been on the market for more than 15 years. This system is not meeting usability standards and must be rethought to continue being part of the market.



Problems

All of the screens were made in Visual Basic, which was almost obsolete and could not support new business flows. The system also needed to be updated to comply with new standards. Despite all of this, It is a strong software that has developed over the years and is selling and supporting many entities in the industry. However, many of the most important administration modules were separated and did not allow access to other portals. The system failed to connect all programs to one access point, which led to inconsistencies in the UI and data architecture.

The system only permitted some access with unique permission. However The business has expanded into other groups of workers inside of the bank, the users needed to be able to access the clients’ data in the same system, to check the clients’ profiles, or accommodate new changes to the accounts.




Challenge

Working with the team, we defined was resolved to accompany the evolution in relation to business objectives thinking in the users. We need to reorganize and refresh all the system and do it a much more user-friendly system, accessible for all, even to new worker profiles in the bank. Bringing visual resources to help in the definitions of the new business flows.



Finding Solutions

We are looking for new references in the market to draw from the flows that they already used and would remain in the system. This was to assist in the definitions of the new business flows.

We propose and validate new architectures and information hierarchies. Trying to understand how they managed actions such as changes in customer data.

A work plan was designed according to the creation of new flows, considering specific technical requirements regarding the number of actions to be solved on a screen. This is based on the data load on the database. We did this in collaboration with the technology and development migration department.

We investigate according to the requirements and needs of the Bank workers, our users. Through interviews, we could collect valuable info.



Users understanding and testing

From the definition of problems, we triaged the most problematic issues that existed in the old system, so that we could improve and enhance the functionalities. In the research stage, we carried out interviews and observations to connect and capture the interests of the user. They contributed invaluable information with their perspective.

  • We created different profiles of "people" to identify different types of users.
  • We worked on researching and understanding the tasks of bank workers in their workplaces to think about how to adapt the system to new controls in a new UI.
  • We worked on the definition of a new architecture with the stakeholders of each area. We had validation processes with different technical and development areas and with users.
  • We carried out the first user and stakeholder tests with preliminary sketches to reveal unexpected weak points. This is always working with concrete action flows to solve specific tasks, eg consult the data of each client or carry out the editing of these.
  • We use card sorting and surveys to define the names of each module and what actions or tasks would be within that module.
  • We generate and test the new controls and search forms to reduce query times with the customers’ database.



Objectives to be solved to develop

Most users needed specialized permissions to be able to access certain data that were not visible to everyone. The biggest challenge was defining what permissions bank workers needed to complete tasks with minimal actions possible. Therefore, the UX design had to be as simple and time-saving as possible. For this we did a diferents persona prototype in a base to diferrents bank worker profiles. This was the base to modeling the new profilles access.

We Generated templates and find tools to maintain consistency and facilitate the tasks of developers within the construction of the user interface for the new design.





Designing Again

We defined the MVPs according to each product of the bank. With all actions and complete user flows for specific tasks in each module, also to define what actions would be within it. With focus on the results of the research to create functions that users really needed, with controls that they are familiar with and which are easily identified, so as not to generate stress when they have to work with the new system.

From the first deployment, it was contemplated to advance the UX tasks at least two sprints. This function accompanied the transition from the old system to the new one, containing the users. We designt stategy for this migration, which consequently helped elevate the project and made the users feel that their contribution was taken into account. The users could saw the suggestions in the prototypes.



Results

New software was created so that system administrators can manage and modify permissions for users who work with the program. The usability of the system was successfully improved through the new system architecture and hierarchical information. Our team updated the UI according to the new standards, also enhancing UX by intuitive flows and appropriate system feedback. New business flows were added to the system. Loan system was integrated into the complex architecture of the whole core banking system, accessible from multiple browsers.

Our team generated consistency in all the new designs of the system screens. We developed a design system so that developers can access each element and its style definitions in the new UI.

We develop tool-tips to assist users to make the transition to the new interface. The user’s experience after our work is now simpler and users, bank employees and stakeholders have more control over tasks and can now time.