Digital Disbursement
Transamerica was going through a shift in how it’s helping their clients. The old way of having customers submit forms for it then to be manually reviewed by processors is outdated. Not only is this process error prone but it also requires more time. This old way of doing things hurts customers and the business.
Role: Product Designer • Client: Transamerica
The current state
Take aways
70% of the requests are mailed or faxed to the processing teams. As a result, this increases the time for the review process as well as increase risk of human error.
The over reliance on the call center as the main orchestrator of submitting requests increases costs to the business.
Due to high volume of paper documents, all of the submission need to be scanned for record keeping and the review process. The process is slow and inefficient.
Exploring the future state
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.
The main facilitator
The processor
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.
Opportunities
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
The processor’s queue
Utilizing existing behaviors
Today, a processor reviews customer requests from a queue. This queue is something that is shared between all of the staff. Instead of cherry picking a request they’d personally like to work on, they select launch one from a queue.
Design option A: User can select on a request category.
Design option B: User can trigger a request from a shared list (prevents cherry poicking).
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.
Processor’s Dashboard
Reviewing a request
Design concepts for reviewing and processing requests
Designing the Reviewing and processing requests experience was a bit complex. We had to take a number of things into account...
Displaying OCR’d documentation on the screens as form fields
Manually or dynamic flagging of NGOs. NGOs could result either from a misalignment with business rules or human error. We had to make distinctions between the two.
A guided experience / task list
Case Notes
Transaction History
Printing and emailing the request back to customers to fix issues
Adding or viewing attachments
Suspending or rejecting requests
Design concept
Design concept A
Design concept B
Processor’s review
Guided Review process
Project’s Outcomes
The volume of paper submission has been the lowest in history.