Context

In 2022 the investment platform Hatch got new ownership and had to integrate with the mother company’s back-office process. This change risked that operations couldn’t finish their daily job that was finely tuned with the banking day schedules. It would mean delays and impact the business and customer experience.

Approach

After talking to the internal operations team, the BA and the developer it became clear that we needed to front-load internal processes. With a rough plan in mind, we created a process map showing the current and proposed flow side by side. It mapped the different parties and processes and helped to communicate the solution to the decision-makers.

Once the proposal was approved, I designed the changes for the admin UI. I added a simple task manager to the overview page. Here the team could check off all tasks in chronological order and view their progress. I made a point of listing all the tasks in the UI, including the ones that were done outside the admin app. For example, noting the request email is sent. It provided one source of truth that helped the single user but also the team to have oversight of what was done – which was important for such time-sensitive work.