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MY ROLE
The product designer responsible for the UI design of payment reconciliation.
MY TEAM
One product manager, three software engineers and two Quality Assessors (QA).
TIMELINE
March 2023 - April 2023
Context
One of the repayment methods is bank transfers. However, if customers input the incorrect product reference number, our system can't reconcile the payment. In this scenario, the Fin Ops team had to navigate to the multi-platforms to gain the related information. And raise a ticket to the engineering team for payment reconciliation in the backend system. To improve the process, the Payment Squad developed a new feature within Ops Admin (the internal tool). This feature enables users to complete payment reconciliation without the need to navigate away from Ops Admin, making the process faster and simpler.
Problems
User's perspective
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Lengthy process. It took around 5 days to complete the payment reconciliation.
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Information stored on different platforms causes longer process time.
Business perspective
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There are around 20 reconciliation tickets per week. The large number of tickets to the engineering team is burdening the team's human resources.
UI Design
All payments awaiting reconciliation are shown in the table. Users don't have to switch platforms to find the payment that needs reconciliation.
Search the loan by product reference for reconciliate the payment.
Select the loan matching with the payment.
The reconciliation has been done.
Outcome 🎉
User's perspective
The processing time was reduced from 5 days to only 1 day! 👏
Business's perspective
The payment reconciliation tickets to the engineering team are down from around 20 to only 1 per week! ✨
which means we have more human resources for product growth.
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