The Auto finance division of the company gets several million calls each month from customers. In the current version of the Customer Navigator tool, the customer’s issue can be easily identified and are referred to as the hinterland cases, i.e, the issues that have risen due to lack of proper process, proper facilities or just being in the gray area due to which no standard resolution is available for the stranded customers.
Post identification, comes investigating and resolving. Initial research was conducted to understand the reasons due to which a customer may end up in a hinterland situation. This research identified the major reasons for such cases and ways to quantify them. Building on top of it, the first version of the tool was made to facilitate easy identification of these cases.
Now once the issues have been identified, investigating them in detail comes next. Through this project, we intend to identify all the opportunity areas for facilitating a structured approach in workflow while investigating the hinterland cases and designing an interface for the same. This'll help in preventing parallel work on the issues and make the process more efficient.
Starting with the Research, the first goal is to understand the context well given the fairly technical nature of the project. This will be done as part of the Secondary research. Since it’s an internal tool, market research will help to understand the best practices once we have the understanding of the domain and the users. This will be done by conducting interviews as part of Primary research which will also help in identifying the user journey, pain points and the opportunity areas. Following this we will define the final design brief, create user personas and identify a feature list. Finally, we will ideate, prototype and test the designs.
