Project Overview

Background

It is important for all business plans and initiatives to have confidence in your data. 97% of companies now use data to fuel business opportunities, and many believe that it is a fundamental resource for enhanced customer service and revenue. Address verification allows you to reduce costs, stop the waste of outbound mailings and prevent incorrect marketing to enhance customer satisfaction.

Challenges

As part of the continuous improvement process, Diamond Bank Central Support Services (CSS) has requested for the development of a Mobile Application to enable the CAV (Customer Address Verification) agents to verify addresses and provide online real-time feedback via the CAV mobile application using their mobile devices.

Challenges

Ensuring that all data collected is clean and complete by checking address information everywhere — on our website, call centers or existing addresses in our database.

Solution

CAV allows for a field agent to capture bank customer information and provide online feedback on verified addresses, save information to be completed later, also allows uploading pictures of all verified addresses.

Deliverables

  • An interface that will allow a field agent to be able to do the following:
  • View newly assigned jobs
  • Provide online feedback on verified addresses
  • Upload pictures of all verified addresses
  • View a dashboard of jobs assigned to him/her alone
  • Provide update for a submitted verified address if payment for the verification is yet to be processed.

What I did

User interview, Persona, User flow, Storyboarding, visual design and I also collaborated effectively with business analysts, developer, and other key stakeholders.

User Personal

After a short interview with two users who are (CAV field agents), I crafted out a persona as a representative user of the app. Personas inform the design greatly, help stakeholders empathize with product users and are an important component of UCD (user-centered design).

Customer Address Verification

User Flow

I created user flows for each red route task. This helped ensure that each flow was prioritized and obstacle-free. I made sure to include multiple access points, a clear start, and finish, and illustrated steps in sequential order.

Customer Address Verification User Flow

As a user, I want to verify pending customers addressTo verify a pending customers address represents a red-route user task and should be readily accessible from multiple sections of the product interface.These buttons/actions should be above the screen fold and in contrasting colour to other screen elements.Suggested access points:1. Easy access button from the dashboard2. Access pending jobs by making the pie chart labels clickable.3. A pending tab listed along with other tabs like summited, accepted and rejected tabs.

Usability Testing

I converted the low-fidelity wireframe above to a prototype and used it to conduct a usability test, before the test I wrote out the goals, methodology and the tasks to be carried out by the users, as well as the key findings during the test and by observing the users interactions with the product.A prototype can be found here

Geals

A user should be able to successfully navigate through the app and complete tasks with ease just as the finished product, a user should be able to navigate to a pending job accept or reject jobs, provide feedback on an accepted jobs, save feedback, edit submitted feedback and also take snapshots of customer’s address and environment.

Methodology:

The usability test consisted of three users, two experienced and an inexperience field agent. And a list of tasks to be completed by the user.

User tasks:

Task 1: Accept or reject a pending job.Task 2: Provide feedback on accepted jobs and save or submit the job.Task 3: Edit a submitted job and save or resubmit the job.Task 4: Accept or reject multiple jobs.

Key findings from the usability test:

For task 4, both experienced and inexperienced field agents wanted to be taken back to the PENDING JOBS screen immediately after they have accepted or rejected a job.During the usability, I figured that the confirmation message that pops up when a user is about to take an action should be in form of a toast or an alert that appears from the top of the screen. This will allow for both the confirmation and success message to be consistent.

Suggestions:

Move the PENDING JOBS button on the dashboard above the pie chart. Make the chart labels clickable, in-order for users to be able to access any of the fields from the dashboard.

Optimized Screens

I made a couple of iterations on these screens based on feedback received during the usability test.

Feedback-Capture Grid

The goal was to take the ideas gotten from business requirement document and the user interview to create an actual use case and user scenario on how a user would move through this story.

High Fidelity UI Mockup

Jobs dashboard, with a button to navigate to the pending jobs.

Job summary with buttons that allow users to accept or reject button jobs.

Pending tab showing list of pending jobs, along with a Submitted, Approved and Rejected tabs.

Settings page where user can utilize the date picker to set information to be displayed with a period of one month.

Screen 1 of 3 of the feedback form where user/field agent can input customer information with save option.

Screen 2 of 3 of the feedback form where user/field agent can input customer information with save option.

Screen 3 of the feedback form where user/field agent can input customer information as well as take a snapshot of the customer address and environment with to save option.

List of submitted feedbacks with edit option also showing tabs for pending, approved and rejected jobs.

A job summary screen showing the job acceptance confirmation bar.

A job summary screen showing the job rejection confirmation bar.

Accepted job confirmation bar.

Rejected job confirmation bar.

Submitted notification.

Search result.

Incorrect reference number error screen.

Menu screen.

Learnings and Results

Learning

During the usability test, I learned the value of testing with the real users, as a field agent they understand certain terminologies, and because of this, it was mandatory to make sure my design is within their conceptual model. Made use of the “Don’t make me think“ mindset.

The result

Great feedback front the Project owner, business and management team. From the field agents - a sweet and easy to use App.