Olivera Afife

Project Background

• Account Servicing team spends about 80% of their time on the phone with Customers either answering basic questions about their advance, processing one-off payments, modifying their payment schedule, or managing defaulting advances. The other 20% of their time they spend on managing their daily queue and on administrative activities.

 

• To get through their regular work flow, Account Servicing team has to access Salesforce (source of truth for all Customer data), and Funding App (contains all information related to advances).

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My Role

My role was to create a design that bridges the gap between the two applications and brings advance management user activities into a single feature. I was to

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• Create a central place for Account Servicing reps to look up advance information and manage the advance;

• Improve Account Servicing user flow that would enable Account Servicing team to perform their daily activities more efficiently;

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Problem Statement

As an Account Servicing representative, I need better access to Customer’s advance information so that I can spend more time helping the customer and not looking for information.

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KPIs & Soft Gains

Goals of the project were to achieve the following KPIs and Soft Gains.

KPIs

• Increased number of cases Account Servicing department can process in a day (scalability)

• Reduced onboarding time for new Account Servicing reps

• Reduced number of defaulting Customers

• Reduced cost to serve

• Increased NPS score

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Soft Gains

• Customer Service reps feel more confident and in control during the conversations with customers;

• Customer Service reps are more confident about achieving their daily quota and receiving incentive pay;

• Customer has increased confidence and trust in the product and the company;

• Company gains competitive edge among other competitors who are offering similar product;

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Research

Study groups with representation from Stakeholders, Product, UX, and Development were tasked to:

• Identify current process/user flows

• Identify all actors in the process flow (primary & secondary; active & passive)

• Identify pain points for each user group

• Identify system capabilities and limitations

• Identify best approach from development perspective

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Design Process

Design Considerations

• Primary user needs:

  • Looking up an advance payment schedule and information

  • Modifying payment schedules

• Main pain points:

  • Large amount of time needed to access different data points during a call with a Customer

  • Too many steps are required to create an adjustment to the payment plan for a Customer

• Different user groups need access to this information

  • Primary function of the new page is looking up advance information – status of the advance and the overall standing of the Customer with payments

  • The new page will be loaded into an iFrame – responsive design

 

Design Decisions

• Use a very visual approach to show the status of the advance and the overall Customer paying trend

  • Interactive calendar component with selectable dates, with three months immediately visible and scrolling for additional months

  • Each day shows the expected payment

  • Color coded days to show the status of payments (pending, cleared, rejected, holiday)

  • Accessibility considerations for color coding and text size

• Introduce Advance Profile section

  • Show basic advance information that a rep needs to reference when on a call with customer

  • Allow editing of the advance information that requires frequent modifications

• Introduce Payment Detail

  • Show detailed payment status (amount, date, method, rejection code and description, additional notes)

  • Show additional notes that explain any changes made to the payment plan

• Introduce Payment Schedule Calculator for setting up adjusted payments

  • Rep needs the ability to set up adjusted payment plan

  • Adjusted payment plan needs to include standardized payment reduction options