Philosophie
Philosophie
Designing credit union software for credit unions of various asset sizes across the nation
Designing credit union software for credit unions
of various asset sizes across the nation
Designing credit union software for credit unions of
various asset sizes across the nation
Overview
Overview
At Philosophie, I worked directly with a financial company, CO-OP. CO-OP approached Philosophie with the goal to be a leader in financial software, specifically for credit unions. CO-OP’s clients, credit unions ranging in asset sizes from $25k to $25 billion, use Springboard to service members, from disputing a transaction to reporting a card as lost/stolen. My team worked on a redesign of the application, using iterative user research and agile principles to inform the redesigned product direction.
At Philosophie, I worked directly with a financial company, CO-OP. CO-OP approached Philosophie with the goal to be a leader in financial software, specifically for credit unions. CO-OP’s clients, credit unions ranging in asset sizes from $25k to $25 billion, use Springboard to service members, from disputing a transaction to reporting a card as lost/stolen. My team worked on a redesign of the application, using iterative user research and agile principles to inform the redesigned product direction.
Reduce navigation time between products by 15% during service calls.
Increase the average number of resolved service calls per day by 10%.
Goals
Springboard is sold to a variety of clients with different roles and permissions, making the application complex. A typical user is either a frontline rep or card specialist. Previously, this application was designed and developed by engineers, with no human-centered design involved in the process. I worked directly with the user researcher to conduct generative research and task-centered usability testing to uncover credit union reps' needs and UX opportunities, and standardize UI patterns in the redesigned application. Restructuring the entire application entailed auditing the existing application, using the sitemap to prioritize the roadmap, and forming a set of design principles to start lo-fidelity ideation. Throughout the redesign, the redefined UI and experience decisions were guided by the following principles:
Principles
Principles
If it's not broken, don't try to fix it
If it's not broken, don't try to fix it
If it's not broken, don't try to fix it
Accommodate (prioritize) all existing features
Accommodate (prioritize) all existing features
Promote speed and focus
Promote speed and focus
Promote speed and focus
Accommodate (prioritize) all
existing features
In this redefined model of Springboard, credit union representatives can access corresponding products and information based off of a product they'e selected on the left in the member details pane on the left. This allows representatives to easily navigate service history and information to debug a credit union members' request.
In this redefined model of Springboard, credit union representatives can access corresponding products and information based off of a product they'e selected on the left in the member details pane on the left. This allows representatives to easily navigate service history and information to debug a credit union members' request.
Member-Centric
Member-Centric
In the original Springboard, loading a credit union member entailed loading 1 product at a time, making it a tedious process to delve into each product's details. With the redesign, we wanted to focus on a member-focused view, where representatives can pull all products belonging to a member, to understand a full picture of related members, prior service history, and transactional activity.
01
01
In the original Springboard, loading a credit union member entailed loading 1 product at a time, making it a tedious process to delve into each product's details. With the redesign, we wanted to focus on a member-focused view, where representatives can pull all products belonging to a member, to understand a full picture of related members, prior service history, and transactional activity.
Action-based modals
Action-based modals
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
Actions previously sat inside long scrollable forms with confusing error validation. To promote efficiency and speed from our initial design goals, we reserved modals for action-oriented items within Springboard: Dispute Transaction, Transfer Authorization, Reissue Card, etc. Organizing content in a step-by-step wizard format, I introduced a stepper within the modal to reduce an overwhelming amount of inputs in a singular screen.
02
02
Beta customers see the most value in the Springboard’s Modern Experience features enhancement is in its ability to provide users with fast, easy access to account information across both debit and credit product lines.
Transaction Activity
Transaction Activity
Performing an action on transaction activity is common among service representatives. Previously, transaction activity was paginated and scanned rigorously to drill down to a singular transaction. In the redesign, we added filters and search functionality to allow reps to ultimately find the requested transaction and complete actions, such as disputing or reversing a transaction, as soon as possible.
Performing an action on transaction activity is common among service representatives. Previously, transaction activity was paginated and scanned rigorously to drill down to a singular transaction. In the redesign, we added filters and search functionality to allow reps to ultimately find the requested transaction and complete actions, such as disputing or reversing a transaction, as soon as possible.
03
03
The new experience launched with beta customers, simplifying training and improving service efficiency after I left Philosophie.
Beta customers see the most value in the Springboard’s Modern Experience features enhancement is in its ability to provide users with fast, easy access to account information across both debit and credit product lines.
The new experience launched with beta customers, simplifying training and improving service efficiency after I left Philosophie.