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How I Automated a Manual Process using UX Design, creating a valuable easy-to-use platform.

How I Automated a Manual Process using UX Design, creating a valuable easy-to-use platform.

Team

Blue Rivera

Davi Wong

company

Santander S.A.

year

2021

PRODUCT

Escrow Account

Company

Santander S.A is a multinational banking group headquartered in Spain, Europe, providing various financial services to individuals, businesses, and institutions throughout the country. This product was created for their operations in Brazil.

Santander S.A is a multinational banking group headquartered in Spain, Europe, providing various financial services to individuals, businesses, and institutions throughout the country. This product was created for their operations in Brazil.

Screenshot from one of our Figjam workshops with the backoffice team & stakeholders

Screenshot from one of our Figjam workshops with the backoffice team & stakeholders

The Challenge & Goals

The manual process of budgeting Escrow accounts consumes significant employee time, leading to a less technologically advanced and agile hiring journey compared to other products Santander offers its customers.

1

Streamlining Operations for Optimized Time Efficiency

Maximizing operational efficiency is crucial for sustained success. This goal significantly reduces the time and effort previously required for account creation.

2

Data Migration and Integration

Migrate data from the existing spreadsheets to the new web application. Ensure proper integration to maintain historical records and facilitate a smooth transition for users accustomed to the old process.

3

4

4

Accuracy and Error Prevention

Automate calculations, minimizing the risk of errors associated with manual data entry in spreadsheets. Implement validation checks and error prevention mechanisms to ensure reliable escrow account simulations.

The solution

The Simulator Escrow Account – a platform that enables users to simulate their own Escrow accounts and also contract a service— a smooth flow to an old process.


Time Reduced

Reduced time from employees, letting them focusing in what matters: Prospect new customer.

Easiest Process

No more spreadsheet and outdated process.

User Autonomy

Given users control of their actions – sense of autonomy

Branding

Reduced Cognitive Load. Avoiding churn rate.

The solution

The Simulator Escrow Account – a platform that enables users to simulate their own Escrow accounts and also contract a service— a smooth flow to an old process.

Interactions

In the process of contracting the service, at each step, we have also incorporated interactions into tasks that were not initially attractive to make even bureaucratic tasks more enjoyable.

Two-step-verification

Prioritizing security is crucial, and in line with this commitment, we've implemented an additional layer of protection. This measure prevents the unauthorized use of emails for generating undesired proposals.

Immediate Simulation Results

Users can now swiftly access simulation outcomes, streamlining the process and opening doors for both businesses and users to explore new opportunities.

Simplified Contract Services

Following simulations, quick access to contracts is available. This straightforward feature benefits both businesses and users alike avoiding manual process.


Time Reduced

Reduced time from employees, letting them focus on what matters: Prospect new customers.

Easiest Process

No more spreadsheets and outdated processes.

User Autonomy

Given users control of their actions – sense of autonomy

Miller's Law

Reduced Cognitive Load. Avoiding churn rate.

Interactions

In the process of contracting the service, at each step, we have also incorporated interactions into tasks that were not initially attractive to make even bureaucratic tasks more enjoyable.

Two-step-verification

Prioritizing security is crucial, and in line with this commitment, we've implemented an additional layer of protection. This measure prevents the unauthorized use of emails for generating undesired proposals.

Immediate Simulation Results

Users can now swiftly access simulation outcomes, streamlining the process and opening doors for both businesses and users to explore new opportunities.

Simplified Contract Services

Following simulations, quick access to contracts is available. This straightforward feature benefits both businesses and users alike avoiding manual process.

Discovery

Workshop: First and foremost, my main focus was understanding the manual process they used and begin mapping it. Moreover, the terminologies were unfamiliar, so I consolidated all the information in one place. This approach helped me memorize all the rules and new words. Understanding the manual process they used and

I've been using Figjam/Miro in my discovery process. They are my favourite tools for creating user journeys, flows, CSD Matrix, and facilitating workshops.

Workshop: First and foremost, my main focus was understanding the manual process they used and begin mapping it. Moreover, the terminologies were unfamiliar, so I consolidated all the information in one place. This approach helped me memorize all the rules and new words. Understanding the manual process they used and

I've been using Figjam/Miro in my discovery process. They are my favourite tools for creating user journeys, flows, CSD Matrix, and facilitating workshops.

Discovery

Workshop: First and foremost, my main focus was understanding the manual process they used and begin mapping it. Moreover, the terminologies were unfamiliar, so I consolidated all the information in one place. This approach helped me memorize all the rules and new words. Understanding the manual process they used and

I've been using Figjam/Miro in my discovery process. They are my favourite tools for creating user journeys, flows, CSD Matrix, and facilitating workshops.

Screenshot from one of our Figjam workshops with the backoffice team & stakeholders

Screenshot from one of our Figjam workshops with the backoffice team & stakeholders

Define problems

To conduct user interviews, I followed a structured approach that involved identifying the target audience, creating a set of relevant open-ended questions, and engaging in one-on-one conversations to gather valuable insights and feedback regarding their experiences, needs, and preferences.

These are the findings.

Benchmark

Now that I know exactly where to act, let's go through competitors' experiences. I used to take a look at these points.

  • Experience & Usability

  • Branding for that specific audience

  • The tone of voice they are using for that product

  • Visual design - Composition & Elements

  • Images & Illustrator

Now that I know exactly where to act, let's go through competitors' experiences. I used to take a look at these points.

  • Experience & Usability

  • Branding for that specific audience

  • The tone of voice they are using for that product

  • Visual design - Composition & Elements

  • Images & Illustrator

Information Architecture

It’s time to organize my ideas, create a solid structure, and a Sitemap to guide my wireframes, giving me insights to build the platform.

Sketches & Wireframes

Creating at least a draft that I intend to design really helps me. It allows me to concentrate on what matters rather than perfecting grayscale elements in the wireframe.

Creating at least a draft that I intend to design really helps me. It allows me to concentrate on what matters rather than perfecting grayscale elements in the wireframe.

What I’ve learned

How to make a complex project easy to learn?

Some projects may seem complex and complicated, but sometimes they are only tough. With much information, the first contact with that field can be overwhelming. So, I've decided to share a few insights about this experience that continue to help me:

Don't reinvent the wheel

Sometimes things may seem clear, but they might not be as you thought. Ask and question your team to ensure clarity about what you need.

Ask 'Why' three times

My partner and I often encountered situations where requirements lacked explanations. Pay close attention to these details. When seeking clarification, understand the underlying reasons for the solutions. Every piece of information is crucial.

Break everything into small pieces and document it

Gather all the information you have and organize it in a way that ensures a comprehensive understanding. (I used FigJam, and it helped me a lot).

Talk to your team about what you wrote down

This document has everything you need. Please share it with your team to make sure you understand it all. This will help you enjoy the project and feel confident. Take a quick look whenever you feel confused.

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