CSR Experience
User Scenario
3rd-Party Loan for Customer
CSRs — or Universal Bankers in some circles — are the core persona for many banks. They handle a good bit of everything and absolutely have to know their banking system to be successful. Which is why we’re starting our preview of Finastra’s next-generation Universal Banking system with the CSR.
Universal Banking could easily be called Unified Banking because the concept behind Finastra’s Universal Banking is to take the multitude of systems bankers typically use and bring all that together into one, unified system.
This CSR journey shows just that ... the bringing together of everything into one system and one flow that shows the promise of an integrated, single solution called Universal Banking.
User Scenario Mapping & Wireframes
The team utilized scenario mapping to outline the user's journey through the app for different scenarios and roles. This allowed us to derive requirements, screens, and designs that we validated and then used as the basis for our wireframes
User Scenario Mapping
We created scenario map to outlining the user's journey through the product, this allowed us to identify potential challenges and opportunities. This exercise helps us to focus on what the user is doing and what the system is doing to support their efforts, which results in a more usable app for the user.
Grey-Box Wireframe
Reimagining an extremely complex application can be very daunting. We used simple-grey box wireframes to imagine our overall design, we then populated the areas with content and revised over time to more high resolution versions of wireframes as we became more confident in our design choices.
Screen Designs
Screen designs were crafted to support the user's journey in the core, with a focus on reorganizing the screens, rethinking data representation, integrating new innovations, and delivering a more seamless experience throughout the application.
CSR Dashboard
This dashboard puts everything the CSR needs at their fingertips and acts as a central hub for all things in their business day. The main focus of the dashboard are the tasks a banker must manage each day. Many of these tasks are automatically generated by the system to help remind the CSR of the tasks and activities they need to complete.
Customer Dashboard
The CSR reviews the Customer Profile ahead of the meeting. Everything critical is in one screen with one-click access to almost all customer data. It offers flexibility, modularity, and customization all in one place.
Video Calls
The CSR switches to the call tab and is able to have a video call with the customer from within the application interface. They are also able to direct message during the call.
The CSR is now able to review the customer’s loan history and his landing financial summary with the bank. This gives her a 360° view of his financial picture through the loans dashboard
The customer asks the CSR for information on an out of state loan. This bank doesn’t do out of state loans so she says she can help him work with a 3rd party to provide information for an out of state loan for him.
The CSR brings up the loan rates in her helper widget and is able to quickly quote current rates to the customer.
3rd Party Mortgages
3rd-party integration with other financial providers to expand bank offerings. She can now see rates from other FIs through integration to expand bank offerings
CSR sends over loan details to the customer. The content is sent directly to their phone and the CSR can see exactly what is being sent to customer
Customer can view the mortgage rate details right on their phone during the video chat, then — if required — approve or sign off on the action.
Loan Approved Notification
3 days later, the customer’s loan was approved
After 3 days, CSR gets a notification that the customer was approved for their loan, with a prompt to contact and congratulate the customer.
Clicking the task brings the CSR to the customer’s profile page. Smart linking of data, meaning the CSR didn’t have to go find the customer profile; it was linked already in the task.
The new loan is visible in the loan dashboard of the profile. The CSR sends the client a congratulatory message on a successful loan. Optionally, the text chat could be pre-populated with a congratulatory message ensuring continuity of bank messaging.