Rosbank
Fintech
B2B
Web
Rosbank serves over 4 million customers across 71 regions of Russia. Every year, 38% submit online applications, with 33% of those being managed by the contact center.
The contact center serves as Rosbank’s internal corporate customer service platform, designed to streamline the loan approval process. Our objective is to create a user-friendly service interface for contact center staff, enabling them to address all pre-credit matters.
Rosbank
Fintech
B2B
Web
Rosbank serves over 4 million customers across 71 regions of Russia. Every year, 38% submit online applications, with 33% of those being managed by the contact center.
The contact center serves as Rosbank’s internal corporate customer service platform, designed to streamline the loan approval process. Our objective is to create a user-friendly service interface for contact center staff, enabling them to address all pre-credit matters.
Rosbank
Fintech
B2B
Web
Rosbank serves over 4 million customers across 71 regions of Russia. Every year, 38% submit online applications, with 33% of those being managed by the contact center.
The contact center serves as Rosbank’s internal corporate customer service platform, designed to streamline the loan approval process. Our objective is to create a user-friendly service interface for contact center staff, enabling them to address all pre-credit matters.
Rosbank
Fintech
B2B
Web
Rosbank serves over 4 million customers across 71 regions of Russia. Every year, 38% submit online applications, with 33% of those being managed by the contact center.
The contact center serves as Rosbank’s internal corporate customer service platform, designed to streamline the loan approval process. Our objective is to create a user-friendly service interface for contact center staff, enabling them to address all pre-credit matters.
The idea
“Document Completion” is not just a name; it’s the core function of the service. The contact center’s role automates tasks for Rosbank’s operator, including application filling, approvals, and option selection.
Empowering the operator to guide the client at every step of the application process equips them with more information for customer consultations, enabling more comprehensive responses to arising questions and concerns. This level of application oversight by the operator aligns with our expectations and should result in an increased approval rate.
The idea
“Document Completion” is not just a name; it’s the core function of the service. The contact center’s role automates tasks for Rosbank’s operator, including application filling, approvals, and option selection.
Empowering the operator to guide the client at every step of the application process equips them with more information for customer consultations, enabling more comprehensive responses to arising questions and concerns. This level of application oversight by the operator aligns with our expectations and should result in an increased approval rate.
The idea
“Document Completion” is not just a name; it’s the core function of the service. The contact center’s role automates tasks for Rosbank’s operator, including application filling, approvals, and option selection.
Empowering the operator to guide the client at every step of the application process equips them with more information for customer consultations, enabling more comprehensive responses to arising questions and concerns. This level of application oversight by the operator aligns with our expectations and should result in an increased approval rate.
The idea
“Document Completion” is not just a name; it’s the core function of the service. The contact center’s role automates tasks for Rosbank’s operator, including application filling, approvals, and option selection.
Empowering the operator to guide the client at every step of the application process equips them with more information for customer consultations, enabling more comprehensive responses to arising questions and concerns. This level of application oversight by the operator aligns with our expectations and should result in an increased approval rate.
Simply User Flow
I studied user behavior and decided to reduce the number of screens — some duplicated each other or did not carry information at all. So, the “Application added” screen duplicated the information from the personal account. They removed it along with the benefits screen, because interested customers are already calling the bank.
Simply User Flow
I studied user behavior and decided to reduce the number of screens — some duplicated each other or did not carry information at all. So, the “Application added” screen duplicated the information from the personal account. They removed it along with the benefits screen, because interested customers are already calling the bank.
Simply User Flow
I studied user behavior and decided to reduce the number of screens — some duplicated each other or did not carry information at all. So, the “Application added” screen duplicated the information from the personal account. They removed it along with the benefits screen, because interested customers are already calling the bank.
Simply User Flow
I studied user behavior and decided to reduce the number of screens — some duplicated each other or did not carry information at all. So, the “Application added” screen duplicated the information from the personal account. They removed it along with the benefits screen, because interested customers are already calling the bank.
Prompt scripts
I organized customer interactions by employing script prompts and strategically positioned pre-prepared text blocks containing essential information. These scripts appear automatically on the screen, providing a ready-made template for conversations with clients. They can incorporate pertinent details such as upselling opportunities and clarifications for customers.
Prompt scripts
I organized customer interactions by employing script prompts and strategically positioned pre-prepared text blocks containing essential information. These scripts appear automatically on the screen, providing a ready-made template for conversations with clients. They can incorporate pertinent details such as upselling opportunities and clarifications for customers.
Prompt scripts
I organized customer interactions by employing script prompts and strategically positioned pre-prepared text blocks containing essential information. These scripts appear automatically on the screen, providing a ready-made template for conversations with clients. They can incorporate pertinent details such as upselling opportunities and clarifications for customers.
Prompt scripts
I organized customer interactions by employing script prompts and strategically positioned pre-prepared text blocks containing essential information. These scripts appear automatically on the screen, providing a ready-made template for conversations with clients. They can incorporate pertinent details such as upselling opportunities and clarifications for customers.
In-depth interview with a focus group
To make things clear for our operators, I created interactive prototypes of the interface. Based on how users typically interact, we shared these prototypes with colleagues at Rosbank, who discussed them with a focus group of 15 experienced contact center staff. I held two sessions with the contact center team to gather insights.
From their feedback, I added new requirements to the project. I looked at how the client interaction process unfolds on different screens, considering what information the operator needs and what actions they take.
During discussions, it became apparent that some screens were repeating information the operator already provided to the client. For instance, a screen with a preview of the product and its terms.
In-depth interview with a focus group
To make things clear for our operators, I created interactive prototypes of the interface. Based on how users typically interact, we shared these prototypes with colleagues at Rosbank, who discussed them with a focus group of 15 experienced contact center staff. I held two sessions with the contact center team to gather insights.
From their feedback, I added new requirements to the project. I looked at how the client interaction process unfolds on different screens, considering what information the operator needs and what actions they take.
During discussions, it became apparent that some screens were repeating information the operator already provided to the client. For instance, a screen with a preview of the product and its terms.
In-depth interview with a focus group
To make things clear for our operators, I created interactive prototypes of the interface. Based on how users typically interact, we shared these prototypes with colleagues at Rosbank, who discussed them with a focus group of 15 experienced contact center staff. I held two sessions with the contact center team to gather insights.
From their feedback, I added new requirements to the project. I looked at how the client interaction process unfolds on different screens, considering what information the operator needs and what actions they take.
During discussions, it became apparent that some screens were repeating information the operator already provided to the client. For instance, a screen with a preview of the product and its terms.
In-depth interview with a focus group
To make things clear for our operators, I created interactive prototypes of the interface. Based on how users typically interact, we shared these prototypes with colleagues at Rosbank, who discussed them with a focus group of 15 experienced contact center staff. I held two sessions with the contact center team to gather insights.
From their feedback, I added new requirements to the project. I looked at how the client interaction process unfolds on different screens, considering what information the operator needs and what actions they take.
During discussions, it became apparent that some screens were repeating information the operator already provided to the client. For instance, a screen with a preview of the product and its terms.
Check out other lovely projects
oneanya.design
This site is an ongoing archive of my work and was last updated on Sep, 10th 2023
oneanya.design
This site is an ongoing archive of my work and was last updated on Sep, 10th 2023
oneanya.design
This site is an ongoing archive of my work and was last updated on Sep, 10th 2023