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Caplin Systems, financial trading technology

Role

Product designer

Deliverables

Design specifications
Prototyping
Visual design

Tools

Sketch app

FX Corporate

An external and internal tool used by banks and business to trade foreign exchange. Typically use by corporate clients to access streaming, one-sided FX rates for currency pairs.

The problem

A US bank needed a digital transformation for their existing system that have beem left in a usable state due to years of hack fixing and building on top of legacy systems. It is a system that was built in a very traditional waterfall developement with no design oversight. For this reason, the bank's clients found it easier to call the bank to complete the whole process.

The project consists of working remotely from different countries. We used an agile approach to design and develop with an incremental approach to achieving the final outcome.

Understanding the problem

As a financial product, there was a need to be very careful in displaying content, copy and the on-boarding of clients back into the application at the right time. Another issue was that the application was very old and the technical aspect of some workflows needed to be changed and accommodated which required design and technical workaround.

Workshop was ran over a week with the the immediate teams to understand existing flows, the past flow and what their expectation.

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Developing a solution

Through our research, we mapped the current flows and identified the specific systems and their intended functions. By doing so, we gained valuable insight into the existing shortcomings and pinpointed areas where we can make improvements.

Given the low user adoption of the current system, we had the opportunity to create something truly innovative rather than simply enhancing the existing system. Our approach involved envisioning an ideal design for the user, and then assessing whether the technology could support the proposed design.

Project Goals

From the workshop we had 5 main goals to acheieve

  • • Reduce the number of calls to the bank by being online first
  • • Increase the number of people using the application
  • • Create a clear and consistent design for all work-flows
  • • Reduce or improve complexity in the application
  • • Automate any part that doesn’t need human intervention
Iteration and design

Throughout the design phase, we produced various iterations and obtained feedback from both the bank's core team and a handpicked group of users on a bi-daily basis.

Our initial step was to chart out the user journey and determine the necessary components for each screen to complete the task. We then validated these assumptions by presenting the designs to customers and confirming whether they would be effective in helping them complete their tasks.

Due to working across different time zones, it was imperative to have a quick turnaround and sometimes an iterative approach was necessary to complete the designs.

Outcome

Following the successful launch of the new platform, we encountered a few expected bugs, but overall we accomplished the majority of our initial objectives. By simplifying the process and offering customers clear guidance on their progress and necessary actions at each screen, we were able to enhance their experience. To encourage existing customers to adopt the new system, the bank trained their core team and implemented an onboarding program.

Design System

To avoid any future issues with design development, I established a design system complete with comprehensive documentation, ensuring consistency in all designs and making it easy to create new ones.