Underwriting Annual Review Process Optimization

Summary

Our team had begun a project of optimizing the end to end Annual Review process with the goal of increasing the number of completed reviews. However, it soon became evident that the current process was not fully documented and many essential details were unclear.

My role then became to fully document a process that involved 13 teams and was executed each month with a new group of clients. In order to do this, I used UX methodologies such as research planning, interview scripts (discussion guides), user interviews, affinity mapping, workshop facilitation and process mapping (in both traditional design and BPMN formats).

The result was a complete and detailed documentation of a process with 7 unique outcomes for 3 different market segments. The documentation allowed our team to find opportunities and prioritize the short- and long-term solutions for optimization. By ultimately choosing to execute on 2 solutions using existing software and tech, the team saved (an estimated) 6 months of tech resources.

Project Details

Project Duration: 13 months 
Role: UX Designer/Researcher, Workshop Facilitator
Team: Product Manager, Business Analyst, Data Scientist, Design
Methodologies: Research Plan & Discussion Guide, User Interviews, Affinity Mapping, Process Mapping, Workshop Facilitation, Business Process Modeling Notation (BPMN) Mapping
Tools: Miro, Lucidspark, Lucidchart, Figma
Industry: Banking/Finance

This project is under NDA-protection. To see details, click below. If needed, please contact me for the password.