Discovery Loan Request for Bank Employee
Embedded Files
Discovery Workshop to Explore Ways to Streamline the Loan Request Process
project context
project context
Loan request system for Bank Employee
Loan request system for Bank Employee
The internal IT team developed a system for bank staff to request and approve internal loans, ready for launch.
However, feedback from end-users and management highlighted that the process was overly complex, defeating the purpose of simplifying internal loan requests compared to general ones.
As a result, the team paused the launch to revisit and redesign the system.
My Key Contribution & Team size
My Key Contribution & Team size
My role&:
Sr.UX Designer | Service Designer
Key contribution
Key contribution
Workshop Planning
Lead and Co-Facilitate Workshop
Team size
1 Project manager | 1 Business Analysis
2 Sr.UX Designer (Include me) | 2 UI Designers
1 Value Orchestra
Goal
Goal
Simplifying the loan request and approval process to ensure that the experience for bank staff is as streamlined and user-friendly as possible.
Simplifying the loan request and approval process to ensure that the experience for bank staff is as streamlined and user-friendly as possible.
Persona
Persona
Problem statement
Problem statement
How might we…
How might we…
streamline the employee loan request and approval process by reducing manual process, automating approvals, and increasing transparency,
streamline the employee loan request and approval process by reducing manual process, automating approvals, and increasing transparency,
So that…
So that…
employees can request and receive loan approvals faster, with a user-friendly and efficient process that enhances their overall experience and reduces the manual burden on the operation team.
employees can request and receive loan approvals faster, with a user-friendly and efficient process that enhances their overall experience and reduces the manual burden on the operation team.
Discovery Approach: Workshop
Discovery Approach: Workshop
Why we select this method
All participants are bank employees, encompassing both front-stage and back-stage roles.
Collaboratively map out their user journeys.
Encourage users experiencing pain points to propose solutions and share their thoughts openly.
Workshop Planning
Workshop Planning
Workshop users group planning
Workshop users group planning
The insights from requesters and approvers differ significantly. To ensure comprehensive end-to-end coverage, it is essential to understand the perspectives of both sides.
Summary Plan & WHY
Summary Plan & WHY
Day 1
Day 1
AS-IS Journey & Pain
Pain Point Prioritization
Day 2
Day 2
To-Be Journey Map & Solutioning
Ideation Channel Break down
We learned that different loan types and activities during the application process impact the scope. Therefore, we asked users to rank the channels most suitable for each activity.
Value Prioritization
Both approvers and requesters collaborate to discuss and prioritize the most beneficial issues to address first.
Feasibility Prioritization
Feature Breakdown
Product Owner and the technical team, focus on debating and agreeing on the required effort
All Playback from Workshop
All Playback from Workshop
AS-IS Journey
AS-IS Journey
Pain point
Pain point
solution hypothesis
solution hypothesis
We believe that...
We believe that...
By implementing a centralized Employee Loan Request system that provides detailed loan information, pre-calculation tools, document upload functionality, and status tracking,
By implementing a centralized Employee Loan Request system that provides detailed loan information, pre-calculation tools, document upload functionality, and status tracking,
We will...
We will...
Improve information accessibility, reduce documentation errors, and enhance the overall efficiency of the loan application process.
Improve information accessibility, reduce documentation errors, and enhance the overall efficiency of the loan application process.
We will be confident to proceed when...
We will be confident to proceed when...
We observe a 30% reduction in inquiry calls and a 50% reduction in documentation and consideration management effort for back-office users within the next year.
We observe a 30% reduction in inquiry calls and a 50% reduction in documentation and consideration management effort for back-office users within the next year.
Top 5 Key Ideas across the user journey
Top 5 Key Ideas across the user journey
To-be Journey
To-be Journey
Most ViaBle Products
Most ViaBle Products
Workshop Feedback
Workshop Feedback
4.8
4.8
As-is & To be Journey
4.8
4.8
Develop Big idea
4.6
4.6
Value Vs. feasibility
4.6
4.6
Recommendation this workshop to others
Out-of-the-box ideas
Out-of-the-box ideas
‘We were able to gather input from each party, which enhanced our understanding and introduced new, out-of-the-box ideas, leading to a broader range of knowledge. ’
#Participant 1
Diverse viewpoints
Diverse viewpoints
‘Listening to multiple perspectives provided diverse viewpoints, which helped in brainstorming ideas to find the best solutions.’
#Participant 2
Visualize the end-to-end picture
Visualize the end-to-end picture
‘Additionally, we gained insight into the workshop process, allowing us to visualize the end-to-end picture and ensure completeness.’
#Participant 3
My Key Learning
My Key Learning
Categorize loans (complex/non-complex) to identify gaps and unblock regulations.
Assess loan complexity by document count.
Assess service improvement impact by analyzing case volume vs. loan value.
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