Please note:
Due to the sensitive nature of information and NDA clauses, client identities have been anonymized in my case studies.
Digitising Power of Attorney through the banking app
The Power of Attorney process is only available through the branch or call centre, thus making it difficult to access self service channels. The task was to digitise Power of Attorney for a Joint Home Loans Bond account through the app.
The challenge
Currently a joint participant is permitted to link their joint account to their Individual Digital profile. On condition they have obtained Power of Attorney, which allows them to withdraw from the home loan account into their personal cheque account. The challenge was to digitise this process via the app and alleviate the foot traffic in branch as well as the call centre.
My role
Product Designer
UX Research
UI Design
The process
A number of Design Thinking processes were implemented into this project, Discovery and planning were essential: What were the stakeholder objectives, requirements, vision & goals from there a customer journey map to ensure everyone was aligned with the monumental task at hand.
As is process in branch
Stakeholder engagement
The research
Being the only Product Designer on the team I was responsible for ensuring alignment and understanding between the team. I drew up Customer Journey maps to help define how we were to digitise Power of Attorney. Once aligned a multitude of userflows to help ensure ease of use for the user. I also worked closely with an Architect on an impact assessment to ensure the correct tech stack capabilities.
Customer Journey Maps
Userflows
Design Exploration
Once the go ahead was given on the customer journey maps and userflows, the first iteration of wireframes were drawn up in order to show the stakeholders how Power of Attorney comes to life, in this stage there was a lot of refining as well as iterations of what we wanted to try and achieve.
What I learnt from this project
The biggest hurdles I faced on this project were the multiple barriers of getting this project across the finish line, ultimately we did not have the tech stack capability to achieve the desired outcome to be able to digitise Power of Attorney which lead to the project coming to an end, this was found out just before we were supposed to go into User Testing.