Building the system behind a digital bank

Eyowo · 2022

Role: Design, research & strategy
Team: PM, engineer, CEO
Timeline: 6 months · 2022

Context

Eyowo had served over 4 million customers with a wallet that let them send and receive money by phone number. As it became a full bank, the old admin dashboard could no longer support the operations teams. I led the design of the platform they would run the bank on.

The problem

Teams worked across scattered third-party tools and depended on other departments for information. A routine customer issue took 12 to 24 hours to resolve, while the fragmented setup cost the business 4% of its transaction revenue.

Impact

−75%Average resolution time
−5%Operational costs
70%Satisfaction score

What I did

Finding the real barrier behind slow customer support

Interviews with 20 colleagues across eight departments showed that access was the real barrier. The dashboard only provided surface-level data, so teams relied heavily on one another and third-party tools to get the insights they needed.

A remote interview session with a colleague from the customer success team — Colleague interviews.

Findings board mapping each participant against their use of data, tools used, pain points, pleasures and the changes they wanted to see — Findings from interview sessions.

Solutions brainstorm pairing each problem — delays acquiring data, inadequate transaction detail, data inaccuracy, customer behaviour analysis — with candidate solutions — Solutions brainstorm.

Organising the platform around how teams worked

I organised the admin tool around each team's tasks, giving them access to the data and actions they needed to support customers and collaborate more effectively.

Accessible data. Simplified trend summaries made insights into business performance and customer behaviour easy for teams to understand and act on.

Customer operations. Gave teams the insights and tools they needed to support customers quickly and securely.

Access and approvals. Teams could collaborate efficiently across departments by requesting and granting access to the data they needed.

Reporting. Clear visibility into detailed business performance and customer behaviour helped teams make better-informed decisions.

Learning

Equipping colleagues is supporting the operation, and customers feel the difference.