Overview
The reputational risk team reached out to modernize their outdated risk assessment application, which was over 20 years old. Usability testing with 10 users from diverse business units revealed several significant challenges that hindered its effectiveness and user experience.
Objectives of the Revamp
Streamline workflows to break down silos and improve organizational alignment.
Simplify and declutter the user interface.
Enhance visibility into system status for improved tracking.
Ensure the design adheres to brand standards for consistency.
Integrate robust help and support features.
My contribution
Product strategy
User research
Product design
The team
1 × product manager
1 × product owner
7× engineers
Year
2023
Process
Breaking down the project
The project initially required limited engagement for our team; however, seeing the results in a few weeks progress, stakeholders decided to work with the team to revamp the full product.
We further engaged with stakeholders to identify gaps in the journey across various divisions, generate ideas for enhancing the reputational risk (rep risk) tool to address these gaps, and prioritize the essential features and functionalities for the upgraded tool.
Discovery
To understand the current user experience and potential challenges, we conducted a design audit and usability testing, which helped us better understand UX flows.
Major Challenges Identified
1. Overcrowded and Overwhelming Interface
The application’s pages were cluttered and lacked adequate breathing space, causing users to feel overwhelmed.
2. Poor System Status Visibility
Users could not track ongoing processes or actions due to insufficient visibility of the system status.
3. Deviation from Brand Standards
The interface did not comply with the organization’s brand guidelines, resulting in an inconsistent and unprofessional appearance.
4. Insufficient Help and Support
The lack of adequate in-system support made it challenging for users to resolve issues or locate key information.
5. Organizational Silos and Process Inconsistencies
Disconnected workflows and inconsistent processes across divisions complicated the user journey and reduced overall transparency.
Collaborating with the internal team
Throughout the process, I worked closely with the product manager and business users to ensure that the app met their requirements and aligned with the bank's brand identity.
Outcome
Disclaimer: The project has been blurred due to a nondisclosure agreement. Please get in touch to know more.
To learn more about the work, please write an email to pankajstrategy@gmail.com or Linkedin