MBO is Macquarie's banking solution for business users which ranges including small to large scale businesses. MBO has a feature called "Task Centre" which is a request center where all the payments and account tasks would sit for 5 days after creation for approvers to authorize before they expire. When the approver is ready to authorise, they have to expand each task to review the details on the task and approve through the Macquarie Authenticator App.
Breaking Down the Challenge
Clients faced inefficiencies with the one-by-one payment approval system. Reviewing payment details manually added to the workload, while the repetitive need for authenticator app approvals created unnecessary redundancy, especially for businesses processing multiple payments daily.
Did we revolutionize the approval process? Yes, and here’s how:
An intuitive, easy-to-use approval process where approvers can select, review and authorise multiple types of tasks in bulk at a time.
The Task Centre has multiple types of requests and payments with very different details within each of those. So, the biggest challenge in this project is to display the underlying details of each task in a clean and concise way that is easy to review and understand for the clients
We started the research with understanding our users. MBO clients who authorise everyday payments on the platform are usually managers, directors, and CEOs who are very low on time and needs the tasks done quickly.
We conducted a design sprint with our key stakeholders which included Product manager, Business analysts, Tech lead, and UI developers. As it was the first time a design sprint was held within our team, we compressed the whole process to fit it into a one-day sprint and utilized our stakeholders time wisely without overwhelming them.
Key Features
I conducted a competitor analysis to get a glimpse of the features and capabilities of other banking platforms. The factors that differentiate our vision for bulk approval vs the existing market products is that we want to provide the clients with an extra layer of reviewing the payments with all the necessary details, approval receipt for bookkeeping purposes and also give them ability to track the approval itself.
After drafting initial ideas, I further refined the designs by understanding different use cases and taking the holistic approach of considering the dependencies of other features that play in the whole process. Once the design solution was finalized, I made prototypes to conduct our usability testing with our clients to uncover other factors and understand how the process sit in with the clients.
After finalizing the hi-fi wireframes, our goal was to assess their practicality by involving users in the testing process. I conducted remote usability tests along with our business transformation manager to understand our clients' approval process and how our design solution fit in their internal processes as well. We conducted the tests remotely via Zoom and encouraging participants to vocalize their thoughts while engaging with the prototype, I gained valuable feedback and identified any areas that required improvement, ensuring a seamless user experience.
Goals
Learnings
Synthesis
Next Project >
