Overview
The Escrow Account web platform, designed for Santander S.A.'s multinational operations in Brazil, simplifies contract management and negotiations for businesses. Leveraging Santander S.A.'s global financial expertise, this platform empowers users to invest, manage, and monitor their contracts efficiently.
The Challenge & Goals
The manual process of budgeting Escrow accounts consumes significant employee time, leading to a less technologically advanced and agile hiring journey compared to other products Santander offers its customers.
1
Optimized Time Efficiency
Maximizing operational efficiency is crucial for sustained success.
2
Data Migration and Integration
Migrate data from the existing spreadsheets to the new web application. Ensure proper integration to maintain historical records.
3
Accuracy and Error Prevention
Automate calculations, minimizing the risk of errors associated with manual data entry in spreadsheets.
The solution
A platform responsible to 100% to entry point of new potential customers, streamlining the simulation and contracting process and eliminating 100% of manual processes associated with account simulation and contracting — a smooth flow to an old process.
Entry point of new clients 100%
Simulate and open the service at the same flow. Completing the entire journey.
Discovery
Understanding the problem
My main focus was to understand the context, user needs, and the business to determine the significance of this solution for the company at that moment and how it would benefit the user.
We conducted user interviews, engaging in 1:1 sessions with 5 members of each team. Below are the valuable insights and feedback shared from their experiences, needs, and preferences.
These are the findings regarding the main problems:
Bankers & Backoffice
Empathy
User Flow
How is current process like for both end users and the Backoffice? We needed to map this flow, collaborating with stakeholders to grasp unfamiliar terminologies, so I consolidated all the information in one place.
I've been using Figjam/Miro in my discovery process. They're my favorite tools for creating user journeys, flows, CSD Matrix, and facilitating workshops.
Benchmark
Ideation
After understanding our problem, it's time to look at the market what their are doing for a similar problems, how they are solving it. And what they promise.
Let's go through competitors' experiences. I used to take a look at these points.
Benchmark
Information Architecture
It’s time to organize my ideas, create a solid structure, and a Sitemap to guide my wireframes, giving me insights to build the platform.
Hands on
Sketches & Wireframes
It’s time to organize my ideas, create a solid structure, and a Sitemap to guide my wireframes, giving me insights to build the platform.
Delivery
Visual + Handoff
Two-step-verification
Additional layer of protection, preventing the unauthorized use of emails for generating undesired proposals.
Lessons learned
Some projects may seem complex and complicated, but sometimes they are only tough. With much information, the first contact with that field can be overwhelming. So, I've decided to share a few insights about this experience that continue to help me:
Don't reinvent the wheel
Sometimes things may seem clear, but they might not be as you thought. Ask and question your team to ensure clarity about what you need.
Break everything into small pieces and document it
Gather all the information you have and organize it in a way that ensures a comprehensive understanding. (I used FigJam, and it helped me a lot).