Overview
Collection App
Sr Designer
Project Goal
The objective is to create a platform that digitizes the collection process by harnessing cutting-edge technology. The platform will be equipped with a range of features and an intuitive interface aimed at minimizing challenges and enhancing productivity for users.
Challenge
The task at hand involves designing a user-friendly interface that takes into account the activities of field users, considers technological limitations, and aligns with the requirements of the collection process.
Capital Float, a finance company headquartered in Bangalore, has been operating for three years. Their services cater to small, medium, and large clients across India. Among their offerings is the Collection app, which aims to bridge gaps by providing comprehensive end-to-end solutions for collection teams and field agents. As a Senior Designer in the project, my role involved developing an intuitive solution that aligns with the skills of field agents while enhancing the overall process through digitalization. The project utilized tools such as Sketch and Invision, and the design process followed a user-centered approach.
Solution
The focus was on creating a user-friendly interface for field agents while digitalizing the entire process. The aim was to enhance live tracking capabilities by implementing automatic geotagging when field agents are at customer locations. Additionally, SMS validation was introduced for payment methods such as cash, cheque, or online transactions, ensuring secure and efficient payment handling.
UX Approach
Stakeholder Interview
Field Agent
Stakeholder
Research
Findings
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Keeping track of information through manual data entry on an Excel sheet.
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Using an Excel sheet and print copies to prioritize and assign cases to internal and external agents.
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Facing challenges in tracking agents in the field, resolved by leveraging geotagging to locate their exact positions.
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Encountering difficulties in collecting deposits on the same day in cash.
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Inefficiency in managing customer details with the reliance on paper and Excel sheets.
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Needing to follow up with agents regarding the status of deposits.
Opportunities
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A system for tracking field agents in real-time
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Access to customer information through the system
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Same-day updates for payments
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Prioritization based on factors such as distance, DPD (Days Past Due), and payment amount
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Streamlined and digitized payment processes
Solution
User Flow
Wireframe
Dashboard
The Agent Dashboard provides field and internal agents with a user-friendly interface to access vital information. On the dashboard, users can easily view their assigned customer lists, along with details such as collection amount, DPD (Day Past Due), location, phone number, and more.
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Geo-tagging feature enables seamless tracking of field agents' locations.
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Customer information is readily accessible on mobile devices, eliminating the need for paper or Excel sheets.
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Convenient provision of loan payment details to customers.
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Efficient collection of amounts and checks.
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Real-time updates to customer accounts and instant SMS notifications.
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Users can enter the currency value, calculate the amount, and verify OTP (One-Time Password) provided by the customer. This process completes the transaction, generates a receipt, and sends it to the customer's registered email ID. A similar approach is followed for the other two types of payments.
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The receipt is sent to the customer's registered email ID, along with an SMS notification.
The dashboard/ Landing Page focuses on specific tasks, primarily allowing users to search for loans and access the loans assigned to them from the available list. Here are the key features and information provided:
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Loan Details: Users can access comprehensive loan details with just a single click. This includes information such as loan types, company name, and loan ID.
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Loan Due Amount: The dashboard displays the outstanding loan amount as of the current date, allowing users to stay updated on their repayment obligations.
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Borrower Information: Users can access essential borrower details, including addresses, transaction history, loan specifics, and logs capturing all relevant activities.
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Delinquent Details: Users have access to delinquent borrower information, helping them identify and address overdue payments promptly.
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DPD (Day Past Due) Details: The dashboard provides DPD information, allowing users to understand the penalties associated with delayed payments beyond the scheduled due date.
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Transaction Details: Users can review payment details, including dates and amounts, through the transaction section. This helps track and manage payment activities effectively.
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Logs: The logs section provides a comprehensive record of all detailed activities related to the loan, offering users a complete overview of the loan's history and associated actions.
Design
Takeaway
All Works
# 1 Grasp the Challenge
Although the challenges may be similar, it is crucial to adopt unique solutions and approaches that align with users' expectations.
# 2 Embrace Research and Ideas
Design an interface that closely aligns with the users' mental model, ensuring that emotions are considered and connected with the overall user experience.
# 3 Validate Solutions through Journey Maps
Journey maps provide a valuable tool for validating the touchpoints and interactions users will have while performing tasks or accessing information. This ensures that the solution effectively addresses user needs throughout their journey.