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Insignis
Partner Portal
A trusted and award-winning platform for individuals, companies, pensions, charities, and local authorities to earn better interest rates on their cash savings.
Challenge
Project Challenge
Reduce the number of emails and calls coming in from introducers to the Account Management Pods regarding the status of applications by 50% by increasing the visibility of applications for introducers.Increase the completion rate of digital applications by 40%.
My Role
Research, interviews, competitive analysis, ideation, sketching, prototyping, testing and validation.
Old solution
Validating with Data
Data within the business shows that across the Sales Pods.
• Around 30-35% of all phones calls are related to the status of applications.
• About 40% of emails are related to the status of applications.
• 30% of all phones calls is about applications disappearing from their dashboards ((this happens when applications move from "Sales in Review" to "KYC" in Review).
Understanding the Problem
My goal was to understand the current frustrations with the existing solution. Gather feedback from the business and our introducer partners in order to provide a better experience for introducers.
They want the ability to search by client name, application type, and application date to and from (AS-IS).
They want a functionality that alerts/flags/highlights those applications that are still in the "Started" status.
Introducers are confused by the statuses of applications.
They miss applications as the Adviser Dashboard defaults to only showing the last month’s worth of applications related to the introducer.
Personas
Based on the interviews conducted, I created two personas based off common user goals and pain points.
About
James is an introducer that daily submit financial applications on behalf of his clients.
Pain Points
• Not able to download the client’s application form once submitted.
• Not able to see the status of digital applications throughout all stages of the journey.
Goal
• To be able to download the client's application.
• Have visibility throughout all stages of the journey of an application.
About
Alice is a staff member who submits the client's applications.
Pain Points
• Doesn't receive an in-house notification or email notification when the application status changes due to notes being added on missing application requirements.
Goal
• A central space to see and interact with her applications and also receive notifications.
Stories & Scenarios
Number of stories and scenarios to define users problems and audience goals.
James wants sight of the application at all times, from started all the way to account opened.
Alice wants to know which applications have been started but not yet sent.
Miles wants to search applications by status and email address.
Sarah wants to delete applications that are started but not yet sent to the client.
IA Study
Studing navigation was helpful as it allowed me us to understand how our users naturally categorize our resources. I defined lables and check that with users, product managers and engineers in card sorting sessions.
Account
Status
Onboarding
Download
Notifications
Search
Information
Process
Competitors
Validating the Designs
I wanted to validate that the design meets the needs of both the users and the business, therefore I conducted my design evaluation early in the process to avoid costly redesigns.I contacted testing through our pool of Advisors and got their feedback that helped me finalise the design.
I didn't dismiss any negative feedback I got from users. On the contrary, I made sure to consider it as this was an opportunity for improvement!
I made sure to involve stakeholders and share any findings.
Design
Solution
Solution & Key Features
• All applications in one place.
• Number of applications submitted and how many are at each stage..
• Search by status and email address.
• Able to remove applicants.
• Clearly know which applications have been started but not yet sent.
• Able to delete applications that are started but not yet sent to the client.
• Page pagination to avoid endless scrolling.
What's Next?
There is still lot’s of work as we want additional functionalities to be implemented such as:
• Alerts/flags/highlights those applications that are still in the "Started" status.
• Ability to add notes to a digital application to provide context or missing information to the Salesperson.
• Ability for introducer to access data in a graphical format.
• Ability to upload documents at any stage of the application cycle up to and including the "Submitted".
What's Next?
Case Studies
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