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dharani232k@gmail.com
Based on a Bank’s commitment to uphold the highest standards of professional and ethical conduct within its operations, it should encourage the reporting of any misconduct, whether real or perceived, to protect the interests of the Bank, its employees, and shareholders. Misconduct is defined as any act that violates laws, regulations, or prudent practices in the banking industry or any act that is considered unethical in the business culture.
Whistle Blowing Case Management
Designing a friendly platform to manage and process the cases.
Role
UX&UI Designer
Team
1 UI/UX Designer, 1 Business Analyst, 6 developers, 2 testers
Duration
3 months
Tools
Figma, Miro, Appian
I worked as the sole UI/UX Designer on this project, gathering requirement from Stakeholders and Users, conducting User research, mapping User flow along with the BA, wireframing and prototyping. I also have developed the front-end model using “Appian” low code platform.
MY ROLE
Focus Point:
1. User-friendly interface - to handle pile of cases faster and easier
2. Data Visibility - to have a Secured and organized authentication of data
3. Matrix based task assignment and task visibility
The Project “Middle East banking” follows the process of Whistleblowing as an act of reporting unethical activities to protect the interest of stakeholders. The project is solely based on managing and tracking the reports thereby to ensure Safety, Security and Misconduct within the bank whilst streamlining the whole process.
01 | THE PROJECT
02 | DESIGN PROCESS
Stakeholder/
user interview
Research
Empathize
Information
architecture
Task Flow
Ideate
Wireframe
Low-fidelity
Prototype
Design
Internal testing
User review
Test
Requirement
updates
High-fidility
Iterate
03 | USERS
Users are the Bank’s internal members, working on the whistle blowing process management in supporting the investigation activities.
Secretary Group
Responsible for record creation, assessment, managing records.
Committee Group
Responsible for decision making.
Create record
Review
Multi-level Assessment
Genuine Case?
Notify the reporter
Log In
Close Case?
Decision Committee
Further Assessment
Notify & close
Incoming Request
04 | BASIC FLOW
05 | EXPECTATIONS FROM STAKEHOLDERS
Ensure that only authorised personnel have access to sensitive information. Define different roles for administrators,secretary group and committee members.
Role-based access control
An intuitive case management workflow that allows admins and investigators to easily track and manage the progress of each reported incident at any point from initial intake to resolution.
Case management work flow
Users mentioned, they would like to prioritise the reports based on criticality of the cases.
Categorize based on criticality
Users also mentioned, the frequency of remainders should be proportional to criticality of cases.
Remainders based on criticality
06 | DESIGN CONSIDERATIONS
Design should be reliable, contextually aware, and taken into the varations and highest probability scenarios.
Accommodate diverse scenarios
To Ensure that the design is dynamic for anonymous reporting to protect the identity and safety of whistleblowers.
Anonymous Reporting
To Implement automated notification systems to alert investigators and administrators about critical updates, deadlines, or escalations within the case management process.
Automated Notifications
Design the system to be scalable and flexible, capable of handling a growing volume of reports and adapting to changes in organisational processes or regulatory requirements.
Scalability & Flexibility
07 | DESIGN
Unfortunately, the work done is covered under NDA. Hence, it can’t be showcased. Please get in touch to know more.
08 | FINAL THOUGHTS
This was my first industry experience, and I had tons of learnings.
Learnings
Stakeholders requirements gather session taught me the empathizing with users is paramount.
Communication is crucial in a UX project, between team members, stakeholders, and users.
Documentation of process is important for project continuity and knowledge transfer.
Most importantly, I learned that designing process is dynamic, and getting feedback and iterations are the best way to learn.
Outcome
The design positively impacted our business goals, and users valued clear and concise communication within the app and the feedback showed the visible increase in usability. Finally, it increased user satisfaction, improved task efficiency for the bank employees.
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