Sber Receives the A' Design Award for SBOF Mortgage Electronic Registration in Interface, Interaction and User Experience Design

The Work

Project

SBOF Mortgage Electronic Registration

Function

Electronic Registration

Category

Interface, Interaction and User Experience Design

Discipline

Communication Design

Industry

Software

Colors

Gainsboro, Lavender, Silver, White Smoke and Dim Gray

Images

5

The Recognition

Laureate

Sber

Country

Russian Federation

Recognition

A' Design Award

Edition

2021 - 2022

Design ID

#136374

Credits

Team

Alla Viktorovna Zotova, Kuzmenko Andrey Sergeyevich, Salakheev Danis Fanisovich, Grigory Vitalyevich Sorokolat, Tagiyev Sergey Agakerimovich, Cherenkov Sergey Vladimirovich, Anastasiya Andreevna Shalievskaya and Emke Vera Igorevna

Design Details

Unique Properties

In case there are several employees in the department the system can also automatically assign them tasks. Tickets are assigned based on their status and priority. Each employee is issued an electronic signature and has an individual personal account. The notification system allows to track updates in the service and changes in the status of applications. Registration of repeated applications takes only several minutes, thanks to the user data storage and automatic filling of forms added to the system. Number of users working in the system: 263 in January 2021; 1 085 in January 2022.

Inspiration

The team wanted to fix issues identified in the course of research and data collection, in particular, during interviews with bank employees. A joint team was formed with back-end and front-end developers and various departments of the bank to achieve optimal results. The interface of SBBOL and the internal systems of the Bank were taken as an example of the user interface design.

Research

Stakeholder interviews: it was necessary to understand the business objectives, the target audience of the product, etc. Focus group: first, it was necessary to understand the main issues arising while interacting with the state registrar. It was also necessary to identify the issues that the target audience faced when uploading documents using the site. Other research: interviews with the target audience, testing, customer journey mapping, data search in different sources, data from analytics, etc.

Challenge

From the design point of view, it was difficult to transfer the process from paper to web interface format, because prior to that, managers worked with paper documents, and no one could suggest the necessary interface solutions. It was necessary to completely analyze the experience of paper processing and build an online application system based on it, while meeting the requirements for stylistic uniformity with other systems of the Bank, as well as focus on automatic distribution of tasks between employees, while minimizing the path between entering the service and taking on a new task.

Realization and Technology

Task management: Confluence; Jira; The design development was carried out in two stages. First we worked with a stack for design, prototyping and transfer to development: Sketch, Principle, Zeplin. Then, all work on layouts was transferred to Figma. Ant.Design and elements of the Triplex internal banking system were used as component libraries. The interface was changing by stages, and the effectiveness of the changes was monitored quantitatively and qualitatively through internal statistics, metrics, surveys, feedback collection within the service, and analytics of support requests.

Operation and Interaction

The main page displays all applications for registration according to their different states. Once the user is logged into the account, he/she can view tasks by priority and use the most common filters. The user can view the applications of the entire department or only his/her own, each application has a different status: refused, in progress, sent. The interface is adapted for mobile devices. The data in the application is received automatically from the bank’s lending systems, which saves users from tedious filling out of forms.

Project Duration and Location

The project started in December 2019 in Moscow. In April 2020, real estate registration was launched only for individuals, in October 2020 its scope was extended to include legal entities. The project is currently at the stage of implementation and optimization.

Specifications

Separate files are created for individual functions in Figma. Prototypes inside of the functions consist of logical modules that are associated with the main flow during the iterative development of the functionality. For each scenario, analysts describe a user path in Confluence. The project assumes adaptive design, the service is designed to use extensions for desktop, tablet and smartphone. The main Ant.Design design library has been adapted and refined taking into account the general style of the Bank, as well as based on the objectives of the team work.

Keywords

Bank, Banking, Finance, B2B, Interface, UX/UI, Internet, App, Mobile, Web, Responsive, Automation