UX STRATEGY
Restructuring Credit Analysis for One of Brazil’s Largest Financial Institutions
Goal:
Redesign Credit Analysis and Approval Process .
Context:
We tackled the challenge of modernizing an outdated credit analysis process that was causing inefficiencies and delays. Our 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
Customer loss due to inefficiencies
Outdated, non-linear processes
Misalignment with market trends
Approach
Discovery Phase:
Conducted in-depth stakeholder interviews to understand pain points.
What's the real problem?
Why does it exist?
What is the business requirement and expectation?
What are competitors doing better or differently?
Who are our personas?
Analyzed competitive benchmarks and identified industry best practices.
Mapped user journeys and operational bottlenecks in the current credit analysis process.
2. Design & Strategy:
Developed personas to represent key user groups (analysts, managers).
Created service blueprints outlining streamlined workflows.
Designed a phased MVP rollout plan, ensuring minimal disruption to ongoing operations.
3. Testing & Iteration:
Utilized user feedback loops and performance analytics during pilot tests.
Adjusted workflows and interfaces based on real-world testing results.
Monitored success metrics to measure process improvements.
This strategic and iterative approach not only ensured a seamless transition for analysts but also delivered measurable improvements at each stage. By focusing on early feedback and continuous refinement, the project successfully balanced innovation with stability. The result was a modernized credit analysis process that aligned with the institution's goals while enhancing user satisfaction and operational efficiency. Ultimately, this initiative underscored the value of collaboration, data-driven decision-making, and adaptability in driving impactful outcomes.
DESIGN ARTIFACTS REQUIRED FOR THIS PROJECT: User Journey | Persona study | Service blueprint | Wireframe (Figma)