Process
Challenge
Currently, our method of handling payment scheduling and reconciliation is entirely manual, a process that is neither scalable nor immune to mistakes.
Goal
Our aim is to enhance the efficiency of our payment operations significantly.
Team
For this project, I am collaborating with a dedicated team of seven engineers and various stakeholders from the payment operations division.
Context and challenges
My familiarity with payment operations, such as the nuances of payment flow and reconciliation, is somewhat limited. Our team operates without a Product Manager, and we rely on an external component library, KendoReact, for our development needs.
Discovery
My initial step is conducting a self-audit to ascertain my current knowledge and identify gaps. This exercise is crucial for developing a targeted approach to the project. Despite my limited understanding of the daily functions of the payment team, through observation and interviews, I gain valuable insights and forge strong connections with team members, integrating them early into the design process.
Design
I find incremental testing of wireframes immensely beneficial in managing the project's scope and honing in on effective solutions. Given the extensive data the users handle, the design prominently features tables and dashboards. This stage also presents an opportunity to innovate, as I develop new components like the inward payment card. Additionally, I conduct tests in the UI to verify the viability of these design concepts, illustrated by the two wireframe examples provided.
Delivery
Beyond presentations and reviews during the design handover, I supply detailed notes and diagrams to elucidate various user cases and the interconnectivity between screens for the engineering team. My involvement extends beyond the handover, as I continue to engage with both engineers and the operations team to address emerging scenarios and refine our approach.
Result
Impact
- Reduced operational time by 70%-75%, from 20 minutes to 5 minutes per complex case.
- User adoption rate achieved: 100%.
Learning
- As the company's only designer, effective time management and prioritisation are crucial.
- My strategy: Move to the next action with just enough of either discovery, ideation, or testing.
- Avoid rushing into initial ideas. Reflect, then test for better outcomes.
