Problem Manager

Client

Lighter Capital

Category

User Experience

Year

2018

Problem Manager is a product that assists the portfolio manager in tracking borrowers' performance at Lighter Capital. My role was to design a workflow to replace the other systems that the portfolio manager was using.

The Problem

The Portfolio Manager's workflow was convoluted and required multiple systems, logins, and spreadsheets to accomplish their job.

The Goal

Design a unified workflow that will allow the Portfolio Manager to monitor borrowers financial performance efficiently.

PM-Before01

Research & Problems Identified

Throughout conversations and observation of the Portfolio Manager’s workflow, a number of frustrations were identified with their process:

Multiple Sources of Information
The current workflow of monitoring underperforming companies required employees to work across multiple websites and applications. Two internal-facing products, Salesforce, and various Excel models were all being utilized to monitor a single borrower. It wasn’t uncommon for the Portfolio Manager to have 4 browser tabs and 2 Excel spreadsheets opened just to monitor 1 borrower.

Organization Issues
Lost time due to an unorganized navigational structure was commonplace. The state of the company’s internal software had inconsistent navigational patterns.

Record Keeping
The portfolio manager found themselves creating multiple notes in assorted locations.

An Unsustainable Workflow
As Lighter Capitals' clientele grows, so would the monitoring needs. Optimizing the Portfolio Manager’s workflow would allow them to complete their job in an organized fashion.

The portfolio manager requires variety of tasks to be completed when monitoring borrowers. In short, they:

  • Assess a borrower’s performance to see why they have been flagged in the system. This includes looking at historical financial data, net cash receipts, and customer churn (among a variety of data points).
  • Contact borrowers and discuss company performance.
  • Flag companies to monitor within the system.
  • Internally recommend an increase or decrease in the impairment record for the borrower.

Fixing the Workflow

To make the Portfolio Manager’s workflow more efficient, I analyzed the company’s existing software. Working alongside stakeholder input, we identified aspects of the software that were successful, areas that could be improved, components that could be omitted, and defined user goals.

I took screenshots of useful information and recategorized them into sections that made logical sense for the Portfolio Manager. From there, I put together a quick prototype in Invision for the Portfolio Manager to navigate through.

Once the navigational structure was agreed upon, I then transitioned the design into a wireframe that aligned with our Lighter UI kit. Within this wireframe I was able to implement new product features, such as notifications.

Prototyping & Shipping

After discussions with the stakeholders and wireframe revisions, the project then progressed into the user interface phase, which involved me producing higher fidelity designs and prototypes. The result of this design sprint was the creation of two main sections of the application. The dashboard, and the individual borrower screens.

Conclusion

As the number of borrowers increase at Ligher Capital, the portfolio manager can now perform their job and a much more efficient rate, flag borrowers, create notes, and establish notifications for future monitoring.

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© Seth Kasky 2020