How we accelerated the company's response to fraud complaints by redesigning the analysts' platform, optimizing the analysis time, and reducing the steps required to complete an analysis.
Responsibilities
Research planning
Discovery of opportunities
Translation of opportunities into solutions
Design of solutions
Validation
Company
ilegra
Role
UX/UI Designer
The analysts take a long time to analyze fraud complaints, and during periods of high demand, other professionals need to be reassigned to assist.
Additionally, the current system does not integrate with the company's other systems and does not provide everything the analysts need, reducing the efficiency of the process.
Reduce the number of steps until an analysis is completed
Reduce the time to complete an analysis
Discover
I started the process by aligning with stakeholders what they expected as project success, and it would be my strategy to achieve the goals raised.
After that, I raised points that we needed to discover and interviewed users of the current product, focusing on understanding how they used it, what needs were not being met, and what new features they would prioritize.
Define
After identifying the pains, I returned to the stakeholders to evaluate the feasibility of what was raised and to prioritize what would go into the MVP, and what would be left for a second version.
Build
With the pains clearly prioritized, I conducted 2 ideation sessions with stakeholders to generate possible ideas to solve the problems identified.
After refining the ideas and studying their feasibility, we came out with a list of how we would solve each selected pain, and then it was time to use the design system to build high-fidelity prototypes of the solution.
Validate
With high-fidelity prototypes in hand, it was time to take the product to the analysts and understand if it would facilitate their daily routine and meet the objectives of optimizing fraud analysis.
I conducted usability testing rounds and refined the product based on the results obtained.
no changes
flow of contracts in the period
73%
reduction of steps to open the contract
27 > 20h
average analysis time
Large part of the project effort was spent redesigning the contract table filters, considering the recognition that this part had a great influence on the initial effort of the analysts' work.
I added dynamic date and status filters, and hid less important filters.
The contracts table also got a new look, making it easier to identify contracts with closer expiration dates, distinguish contract situations by colors, and identify which contracts are already being analyzed.
These changes resulted in a decrease from 11 to 3 steps before opening a contract.
The contracts page has also been completely redesigned, starting from the user flow, to help the analysts complete their tasks with more usability and speed.
In addition to the completely new look, the page components respect the order in which they are used by the analysts, and facilitate the search for external information, while at the same time presenting greater resilience to errors.
Reducing the number of steps and modernizing the system, leaving only the necessary and optimized steps for the analysts resulted in a reduction in the time needed to complete an analysis.
This did not result in a greater flow of analyzed contracts, as all contracts will always be analyzed. However, with a shorter analysis time, fewer extra people need to be relocated in times of high demand, resulting in lower personnel costs.