Enhancing Club Agreements
CLIENT
Bancolombia
INDUSTRY
Bank & Fintech
AGENCY
Usaria, 2021
OVERVIEW
Bancolombia provides financial products through agreements with social clubs, allowing club members to use credit cards for expenses within the club. The current process is slow and error-prone, relying on a disjointed platform and Excel files for daily updates.
MY ROL
As the project leader, I developed the research strategy with my team to understand the needs of both the clubs and the bank. We observed the process in various clubs and conducted interviews. I led a design workshop with Bancolombia stakeholders to brainstorm process improvements and design a service solution. Additionally, I mentored a junior UX Designer throughout the project.
THE CHALLENGE
Design a system that facilitates real-time communication between Bancolombia and the clubs, streamlining processes and supporting service expansion into other sectors. Additionally, develop user interfaces for data status consultation, addressing the limitations of the current system, which only exports unformatted text and requires significant cognitive effort from the team.
Business Value
The optimization of Bancolombia’s service with its club partners reduces misunderstandings and errors. The new system prototype consolidates all member statuses, improving communication and efficiency. This approach not only minimizes errors and enhances user experience but also supports the service's expansion to other sectors, creating growth and diversification opportunities for the business.
ALL PROJECTS
Tec of Monterrey
Finkargo
Bancolombia
Colombian Government
KEY FINDINGS
By conducting ethnographic research through 1-on-1 interviews with all stakeholders involved in the service, we identified opportunities for improvement that address the actions of each party. Additional efforts were pinpointed and prioritized using a value vs. effort matrix, resulting in a clear and actionable plan.
There is no unified platform for centralizing communication and the billing process.
Lack of integration
Automatic debits without support for managing delinquencies.
Item Title
Lack of clarity in statements leading to member complaints