Not your typical freelancer
Background
Inbank is a financial technology company that connects merchants, consumers, and financial institutions on its next-generation embedded finance platform. In 2024, Inbank went through a major rebranding and restructuring, and as the first designer to be hired I was tasked to work on rebuilding our digital channels, focusing on our Hire Purchase products and our customer service back office. Here I'll be describing the Customer Service Backoffice project.
Not your typical freelancer
Mapping the flow
Before the project started, I got access to the system and mapped all the current screens to have a visual representation of the size of the project. I labeled the content as Pages, Actions, Tables, Pop-ups, States and Filters. This would help me to discuss with the team ways to optimize the workflow and would give me an understanding of how the pages and functionalities are related to each other.
Moodboard
In the meantime I was also looking for inspiration and references online and created a small moodboard to set the tone of the project. This would help me to find good patters and interactions that I could discuss with the team early on.
Interviews, data and insights
As this project was meant for our internal team, we had easy access to the final users. So I talked to our customer service representatives and also to their managers (who also use the system).
Together with those interviews, we also collected data from Mixpanel, our analytics tool, in order to see how the system is being used (like most used actions for example) and that gave us ideas regarding where to place certain actions, tables, etc.
Mapping the flow
Before the project started, I got access to the system and mapped all the current screens to have a visual representation of the size of the project. I labeled the content as Pages, Actions, Tables, Pop-ups, States and Filters. This would help me to discuss with the team ways to optimize the workflow and would give me an understanding of how the pages and functionalities are related to each other.
Moodboard
In the meantime I was also looking for inspiration and references online and created a small moodboard to set the tone of the project. This would help me to find good patters and interactions that I could discuss with the team early on.
Interviews, data and insights
As this project was meant for our internal team, we had easy access to the final users. So I talked to our customer service representatives and also to their managers (who also use the system).
Together with those interviews, we also collected data from Mixpanel, our analytics tool, in order to see how the system is being used (like most used actions for example) and that gave us ideas regarding where to place certain actions, tables, etc.
Not your typical freelancer
Design exploration
After understanding the problems that our users were facing, I started the design explorations. For this case I took some of the most used screens that had the most common components to be worked on (tables and blocks of user data for example).
Talking to the users really helped to figure out what kind of data they need and in which context. So I did a few versions, discussed with them and the design team, and decided on a design language and architecture to follow.
I managed to create modular reusable components that can hold different kinds of data and adapt to different situations - like screen size and amount of data.
Current status
As this is still a work in progress there's still much to be done. Currently we managed to design and develop the most important pages (according to our research) and also some new areas that didn't exist before due to new products being launched. Currently I keep a close relationship with the developers to oversee the final result and correct it when needed.
Here in this page are just some screens from different parts of it.
Design exploration
After understanding the problems that our users were facing, I started the design explorations. For this case I took some of the most used screens that had the most common components to be worked on (tables and blocks of user data for example).
Talking to the users really helped to figure out what kind of data they need and in which context. So I did a few versions, discussed with them and the design team, and decided on a design language and architecture to follow.
I managed to create modular reusable components that can hold different kinds of data and adapt to different situations - like screen size and amount of data.
Current status
As this is still a work in progress there's still much to be done. Currently we managed to design and develop the most important pages (according to our research) and also some new areas that didn't exist before due to new products being launched. Currently I keep a close relationship with the developers to oversee the final result and correct it when needed.
Here in this page are just some screens from different parts of it.