Reconciliation System for Bank

Crystal is a global reconciliation system that resolves financial discrepancies in general ledger accounts, which occurs during institutional trading. This web application replaced four legacy systems across the globe.

My Role

User Experience Architect/Designer (Strategy, research, visual design, interaction design)

Design a new web application with a completely fresh approach, I've collaborated with stakeholders from various lines of business, a project manager, and a small development team in New York and Dublin. This was the project with very high expectations since it failed twice in the past. Being a solo UX professional working in a high pressure environment, I’ve chosen the lean approach.

Planning

Brainstormed with stakeholders to understand project requirements and set up priorities for research, design and testing. Educate them about User Centered Design approach and the ROI of UX. Prepared UX strategy roadmap.

Research & Analysis

Setup user interviews and prepared an online survey for qualitative research. Interviewed user focus groups globally (APAC, EMEA and AMER) to learn how they use legacy systems to resolve financial discrepancies.

Based on research findings, I prepared minimal documentation which includes persona, task analysis, and role based transactions occurring in a system during various phases of solving financial discrepancy.

Design Strategy

Introduced design concept “glass wall” to add transparency between two teams (Recon and LoB users) where they can see each discrepancy (row) with real time status and maintain segregation of duties during resolving issues.

Simplified the transactional process by direct visual approach with single screen dashboard design strategy.

Filtered number of discrepancies at the server level to allocate it based on various factors such as location, global function, category, etc.

Introduced commentary to record chat conversations between team members and to replace excel documentation.

Tested all iterations with limited focus groups.

Introduced action (icons) driven visual approach in the first column to see the status of the discrepancy at different phases.

The team manager was assigning discrepancies to team members using external software utility every morning which was time consuming process.
Introduced a proactive approach for users to claim a discrepancy or assign it to a team member.

To solve the discrepancies, LoB and Recon teams sometimes need to research beyond their areas to find a solution. all team needs to see all discrepancies at the global level.
Introduced a mega menu to view all discrepancies at the global level with customized filters.

Dashboard

Top level executives are interested in very high level information only. So that they can take an action if the total amount crosses the threshold.
Introduced a dashboard view. Designed for executives to view the issues in realtime.

Return on Investment

Saved time of team members and managers to executives to see information what they are supposed to see on their dynamic dashboard by default without a single click. Saved money by resolving discrepancies quickly in time sensitive transactions.

Removed unnecessary features, tasks, and interactions. Remove the entire task allocation process of the Recon team manager and drop external utility software to allocate tasks to a team.

Removed Excel Report procedure. Replaced it with commentary, a unique concept that solves multiple problems such as legal record, historic data, transparency between Recon team and Line of Business teams, real time information update, no communication gap due to transparency.