02 · UX Strategy · Financial Institution
Overview
We tackled the challenge of modernizing an outdated credit analysis process that was causing inefficiencies and delays. The goal was to create a more user-centered, data-driven experience while aligning with business objectives.
Through strategic planning and cross-functional collaboration, we identified key pain points and opportunities for improvement. This redesign was not only about solving existing issues but also about laying the groundwork for future scalability.
Challenges addressed
Slow, manual processes were creating delays that pushed clients toward competitors with faster approval pipelines.
Analysts navigated fragmented systems with no single source of truth, creating duplication, errors and high cognitive load.
Competitors were delivering faster, data-driven credit decisions. The institution needed to close the gap without disrupting active operations.
Analysts, managers and department heads were all working in the same tool with different needs and no role-based experience designed for any of them.
Approach
Understanding the real problem, not the visible symptoms. What are the business requirements? What are competitors doing better? Who are our personas?
Developed personas for analysts, managers and department heads. Created service blueprints outlining streamlined workflows. Designed a phased MVP rollout plan with full wireframes in Figma.
User feedback loops and performance analytics during pilot tests. Adjusted workflows and interfaces based on real world testing results. Monitored task completion time to measure process improvements.
Seamless transition for analysts, measurable improvements at each stage, and a modernized process that aligned with the institution's goals while enhancing user satisfaction.
My contribution
In-depth stakeholder interviews, competitive benchmarking, and user journey mapping of every operational bottleneck in the existing process.
Personas for three user groups, service blueprints, phased MVP plan and full wireframes in Figma covering analysis screens, approval flows and committee covers.
User feedback loops during pilot tests, iteration based on real world results, and monitored rollout to wholesale banking teams across the institution.
Design artifacts