Alex Alman

Role - UX Designer

Client - Transamerica

Project - Digital Disbursement

Challenge

The processing of paper disbursement forms is complicated, error prone, slow and costing the business money with call backs.

Solution

Build the foundational ‘Disbursement Application’ that simplifies & automates the processing of paper disbursement forms, while enabling the full digitalization efforts for employees and customers.

MVP’s key functionalities

• Design an application flow that mimics the form flow.

• Centralize the rule and validation orchestration.

• Ability to bulk upload OCR/ICR extracted form data.

• More streamlined and automated processing.

• Enhanced workflow for a more streamlined customer engagement.

• Role specific to-do’s that enables an automated workflow.

• Routing specific work to account managers and other personas.

• Clear line of sight into transaction flows, status, and cycle times.

The Digital Disbursement Process

Current Process

Mapping the current user journey revealed connection processing has with numerous other departments and users. This insight helped define how large the project and which design problems needed to solve.

Defining the future state

Exercise: Understand end-to-end workflow of the disbursement process

Role: Facilitated workshop with stakeholders and team members

Time: 2 Weeks

Goal: Understand the current process to then highlight the pain-points

View complete workflow

What we learned

1. Call Center is the primary customer orchestrator

2. Participants submit for a request in three forms: Email, mails and faxes forms. Mail and faxed forms require human review which result in miss-readings and errors.

3. There’s high variability in forms and quality of forms. Since processing requires manual process, there’s a 30% chance requests will be flagged with errors. This results in contacting the participant to resolve the flagged items. As a result, the processing of requests are delayed and cumbersome.

New Workflow

Digitize the customer document uploading process. Remove manual processing efforts and instead allow the system to flag where a request is in IGO for submission. This will reduce the time it takes to process a request. An improved user experience will reduce the cognitive load on the processing team and will reduce time and effort. Instead of manually scanning and flagging whether a request is in good order, the system will replace that task.

View detailed workflow

New Requirements

1. Customers can a new upload documents feature using an existing post-login portal.

2. OCR uploaded documents

3. Create a new role of data entry. Their task is to review the OCR’d form and input any missing fields into the UI screens

4. Build in a smart “business rule engine” that will flag any errors in a request. This step will reduce the any manual review.

5. Participants can resolve flagged requests by logging into their personal portal and resolve issues through a “self service”.

Who are the users?

View Personas

How does work funnel through these users?

Processor (main user)

Besides the customers, the processors are another very important personas to digital disbursement process. Customer satisfaction relies heavily on how quickly and accurate a processor can review and process the request. We put a lot of effort in designing a better user experience for these users specifically.

Problems we’re focusing on solving

• HMW improve the document upload process

• HMW improve the communication between persona roles

• HMW improve the quality control process for all of the form fields

• HMW manage workflows between processors on single request document

• HMW determine which fields are editable per plan

• HMW compare fields a from to P3 (legacy software) fields

• HMW flag not in good order fields

• HMW make the fraud review process easy

Design Iteration

Processor’s Dashboard and Review screens

We held daily workshops with the client, users and developers on iterating designs for the processor screens. Everyone in the meeting had access to MIRO and together we went over the design solutions and aligned with their expectations.

Mapping “Not in good order” business rules to the UI.

Final Designs

Processor’s Dashboard

Processor’s To-do list

Flagging “Not in good order“

Reviewing case notes

Activities