Commercial Loan servicing (Formerly ACBS)
Enterprise-level Loan software system

Project Brief

Commercial Loan servicing (Formerly ACBS) is an enterprise-level software system that provides tightly integrated functionality and workflow throughout the life of a commercial loan. ACBS is a highly capable commercial loan servicing application with 62+ global customers Commercial lending market has been growing and despite the tech challenges, ACBS had great success in the market over the past few years

Problem Statement
Selling ACBS to new customers has been challenging mainly to the legacy technology stack which includes an old user interface, IBM database, and LANSA as a development language

Our Focus

  • Ensuring the entire modernization process is user-centric, sites are mobile-friendly, intuitive, and information is valuable, relevant, and easy to find
  • Visually appealing UI
  • Scalability, Usability, Accessibility

Virtual Contextual Inquiry

  • Communicated with the end-users through emails and surveys, collected information to improve customer experience.
  • Collaborated, Shared understanding among stakeholders, developers, designers.
  • Stakeholders and SME's Interviews to understand the application and understand the existing known pain points.

Flow Discussion

Key Insights

  • Reduce the onboarding time for new employees
  • Reduce the learning curve for new users
  • Revisit the positioning and flow of the screens to drive process efficiency
  • Notification is very important for all user groups.
  • Less number of clicks
  • Minimizing navigation between screens

Persona and User Journey

Wireframe

Getting the Right Design

Few Old Screens

New Screens


Design Evaluation and User Testing

Apart from this product acceleration initiative, we have the opportunity to conduct usability research using a user testing platform our goal is to reach potential users in the targeted role and see how our application is perceived and used without the benefit of training, onboarding, or documentation and gain insight to inform our UX decision
The UserTesting platform works by enlisting freelancers to review a new website and mobile apps in the exchange of fees.

What are we testing?

For our pilot test, we have decided to test the two different approaches to approve and decline requests we have been going back and forth on during the design process hoping to see if there is a preferred way to implement this
As part of the test, we also asked for a general qualitative opinion on the interface they are using to get a sense of the tester's understanding of our product

Participate in criteria

To take the test participant had to meet the following criteria

Age: 18 to 65
Employment: full time or part-time
Industry: finance and financial service insurance
Job Role: relationship manager country USA UK Canada Australia India

Our Participants

We have received a total of 7 participants, Out of a desired 10

Results and findings

6 out of 7 testers were able to complete all 3 tasks with wearing degrees of friction
One tester paid to complete one of the three tasks we are tribute this to be a prototype error on our part
Options A and B enables the user to complete their task however three testers for option be noted it’s text to text to decline one step to everyone
All seven testers attempted to utilize the sorting filtering feature in the prototype which we’re not able for this test but highlight their importance
While the result of this test demonstrated both options A to be viable we feel that option a is a more efficient approach in this particular test scenario

Recommendation

As a part of the test, we solid see its advice on how best to improve the experience since all fall under the enhancement category we can decide to act on these now or add to a backlog

Recommendation includes
  • Adding filter by requesters type of request to corrosion in the home page
  • Maximize the number of requests we hold in the corrosion without impacting performance
  • Offer the option to tile/list view on the carousel
  • Provide contextual help to aid first-time users

©2021 Designed & Coded by Mahendra bhagavath