Context

The financial service provider, Hatch, needed to redesign its document upload process. The goal was to streamline communication between customers and operations, with a particular focus on customer due diligence procedures. The issue was that the existing process lacked clear instructions. As a result, many customers often uploaded the wrong documents. This situation required the operations team to step in and rectify the submissions.

Approach

Upon joining the project, I conducted interviews with the customer service team to assist in reviewing their current processes and document requirements. As part of this effort, we created a simplified overview of document types and transformed abstract financial concepts into more user-friendly language.

Subsequently, I designed both desktop and mobile interfaces and developed a mobile prototype for user testing. My assumption was that most users would enter the journey via the email link on their phones, and I also wanted to assess the mobile interaction patterns created for this project. Testing confirmed that the new designs were effective, but it also became evident that the user journey might be interrupted and span multiple devices. After a few iterations, we settled on a design that allowed users to access the uploader from various devices.

The true impact—and, hopefully, relief for the customer service team—would be assessed once the feature was released. The team anticipated spending less time per customer on due diligence processes.