MUNDI
Established in 2020, Mundi is a financial services platform based in New York and México DF. It provides access to capital, currency exchange, risk mitigation for international trade, and factoring for small and medium-sized enterprises. Requests for advances on the platform can be made either through a SAT list or manually, leading to a higher application volume and increased workload for the customer service team.
Factoring
MVP
Product discovery
B2B
Asigned role
Sr. Product Designer
Team
1 UX Designer, 1 UX Content, 2 Product Managers, 1 Technical Leader, 4 Developers
Timeline
Dec. 2022 - Jan. 2023 // 8 weeks
Tools
Let's star the journey with some information
User pain points & goals
Through a deep dive into the product (exploration), user behavior (Mouseflow), and existing assumptions, our team identified key friction points in user flows and UI inconsistencies. Early stakeholder consultations helped us chart the course of action.
Defining success
To achieve our goals, we established clear objectives and measurable success metrics. These include reducing conversion time, lowering daily customer service requests, and increasing the adoption rate of the new Self-Service Account Management (SAT) flow.
Outcome
Our focus was directed towards developing a hybrid flow merging the existing manual and SAT processes. The aim is to streamline the request procedure for users, making it more straightforward and self-sufficient, while simultaneously alleviating operational burdens on the customer service team.
Benchmarking
Customer Dashboard (Desktop)
Interaction Design
Interdisciplinary Collaboration
Information Architecture
Product Strategy
Prototyping Tools
Storytelling
Team talk (Presentation)
User Flow Design
User Persona
User Research
Visual Design Principles
Wireframing
On the same day, 72 customers made multiple requests. In at least 90% of these cases, one of the requests was for only 1 invoice.
(25) customers requested advances both manually and using pre-filled invoices on the same day because.
To explore the frequency further, 43% of the days this client base requested advances, they encountered this issue. In total, this amounts to an additional 78 requests.
These are some initial sketches.
Jobs to be done
With this information in mind, we ponder:
How can we simplify the process of requesting an advance for our users? What measures can we implement to decrease the workload for the customer service team?
During the research phase, we encountered numerous technical hurdles that required attention before advancing with the design of either a new flow or a hybrid flow. From the UX team's viewpoint, it was recommended to implement minor adjustments to the interface screens before considering more extensive alterations. Our proposal emphasized the importance of addressing the technical challenges prior to progressing further.
However, a disagreement emerged at this juncture with the product team, who advocated for a complete rebuild from the ground up.
Metrics
How are we going to know we achieve our goals?
The design
The proposed solution, approved by the product team, represents the culmination of our efforts, marking the endgame of the flow after addressing technical debt.
At UX, we prioritize user experience while also considering resource and time constraints for rebuilding a flow from scratch. We acknowledge the significant development effort and time investment required for such an endeavor, which entails meticulous planning, design iterations, and implementation.
Our approach aims to strike a balance between addressing technical challenges and project constraints. We collaborate closely with the development team to determine the most efficient and effective approach, ensuring the final product is user-friendly and sustainable in terms of development resources.
By taking this comprehensive approach, we strive to achieve a harmonious balance between user experience, resources, and time, ultimately delivering a solution that meets both business objectives and user needs.
UX has raised concerns regarding this part. Firstly, users may find it disconcerting not to see the familiar SAT listing. Secondly, the search feature's actionability may lack intuitiveness. Thirdly, resolving the technical debt affecting SAT invoice display is crucial for the overall user experience.
Final thoughts
This project demanded a deep understanding of a multifaceted product, catering to diverse user profiles across clients. It also involved navigating the priorities of various stakeholders – product, sales, and development teams. While product had a vision (though evolving), development focused on technical feasibility. I collaborated with my content partner to bridge these perspectives, ensuring backend stability before implementing changes for optimal results.
The product roadmap called for a new invoice loading system. To ensure a user-centric approach, we conducted user interviews and gathered data to validate the need and understand user pain points. Recognizing potential assumptions, our UX team advocated for multiple product versions to explore different solutions while the development team addressed backend limitations. This allowed us to iterate on the best solution without discarding existing functionality and ultimately enhance the user experience.
Embracing the Journey, Not Just the Destination.
While this project didn't reach completion, I'm including it in my portfolio to showcase the dedication and effort often poured into projects that, for various reasons, don't always make it to the finish line. Despite its unfulfilled nature, this project held valuable lessons and personal growth for me.
User Research
Storytelling
Stakeholders
Product strategy
Teamwork
