CIBC
The Results
“In every design, Michael infuses a spirit of collaboration and fun that uplifts the entire team.”
Redesigning a risk management adjudication tool.
CIBC’s risk adjudication team has stopped using their software in favour of Excel. In order to make sure their 20 year old software was robust and compliant, I was brought in to simplify the complexity of the tool, and align the design with CIBC’s personal banking website.
27
Reduction in Development Time
I started with building a design system
The first thing I needed to do was to bring unification to all of their software. In order to align all the microservices, I designed a scalable component library based off of their CIBC personal banking to reflect their overall brand.
Where we started
Designed in the year 2000, their big fish was their adjudication tool which reflected the early internet in it’s design. I designed a north star to show stakeholders a vision of what the future could look like, and how these services fit in the larger picture.
How we finished
We reviewed the pain points and business goals of jumbleberry, and brought them together to allow users to navigate campaigns and chat with agents easier.
Where we focused
Our findings highlighted several key issues. First, file organization was a major problem, with disorganized, poorly named, and excessive files. Additionally, files over 10 MB required splitting, complicating the process. Communication inefficiencies were also evident, as 50% to 65% of adjudication time was consumed by phone or email interactions, without a central repository or tracking system. Lastly, the experience for adjudicators was hampered by poor navigation and long load times, making it difficult to manage and switch between credit applications switch between credit applications efficiently.
Focus No. 1
File Organization
To tackle file organization, we categorized and reorganized the file types, surfacing the most recent files to the top in a single source of truth.
A file preview was placed on the right with the ability to leave notes or open chat.
Focus No. 2
Communication
To help communication, chat was integrated into email, bringing the software to the adjudicators rather than forcing them to use chat.
Focus No. 3
Switching Credit Applications
Switching between applications was designed like a tool adjudicators were familiar with, outlook. The applications on the left and actionable area on the right.
We mirrored all of this on mobile
In order to bring the experience cross-platform, we made sure that the mobile experience mirrored the desktop experience, from the navigation to chat.
The Outcome
The outcomes of our efforts were notably impactful. Firstly, we achieved a 27% reduction in development time, as the design system enabled developers to concentrate more on their work than on design aspects. Additionally, we attained microservice alignment, ensuring a consistent user experience across different services. Lastly, the intuitive design of our solution facilitated adjudicators in easily understanding and adopting attachments, as well as seamlessly switching between apps.