UC Credit Reports - SEB
Corporate customers at SEB can log in through a portal called Business Arena. Here they can find all their bank functions as well as partner services. A partner service is a product where you can use 3rd party functionalities through SEB. This involves quite complex API integrations. This enables SEB to offer products and connections through SEB without leaving the internet bank.
One of these products is corporate and consumer credit reports provided by UC. A customer can through Business Arena order and download credit reports completely through SEB interfaces without having to open external pages.
TL;DR
Summary
Corporate customers have the ability to order private person and corporate credit reports via Business Arena (SEBs company login portal). The product is a third partys, UC, but the whole process is done in Business Arena without context switching.
Outcome
Many corporates have utilised the product, making it easier to do business though the SEB interface. The product was also vastly improved using analytics and interview data about one year after initial release.
- Timeline: 2021 - 2023
- Roles: CX Designer, Researcher, UI Designer
- Tools: Figma, Accessibility, Adobe Analytics
My role
In the team, I was the CX designer for the product. I did some research, mainly designs in Figma and testing. I inherited some initial sketches from the previous designer that I built upon, tested and translated from Sketch to Figma and helped the team to release them into production.
Challenge
The team's main challenge is to create solutions that enrich the experience for corporate customers in the bank. In this case a very common task of ordering credit reports for a person or a corporation. We found a partnership with the company UC and together we worked to bring this functionality to all Business Arena users at SEB.
Approach
For me, this task was my first at SEB. So together with learning the structure of the company, I learned the current design conventions and everything I could about the products I would adopt. I studied previous product tests with customers, used the information to build upon the designs and conducted my own tests. A rapid pace allowed us to release the functionality into four different products. Three types of company reports and one consumer credit report product. Analytics was also very important to me so we managed to implement some to be able to track the progress once in production.
Result
All four products are successfully deployed today for all Business Arena customers. Are working as expected and we have also closely monitored analytics to find trends. We have a clear vision of how the product can be improved and will use this knowledge to evolve the product over time.
Result update 2023
We revisited the product, analysed data from our analytics tool and discovered some trends. We saw that having three different products for corporate credit reports generated a lot of clicking and going back and forth. What we did was to optimize the design. We merged all three products into one application with a new first page where the customer could compare the different report types and select the one that fitted the best. In the last screen they get another oportunity to modify their choise.
The new design improved the customer experience and streamlined the product even more.
