About CoinTribe

CoinTribe Technologies is a digital lending platform serving small businesses and individual borrowers. Credit Managers (CMs) and Certified Public Accountants (CPAs) within the company required a reliable solution to manage the growing complexity of loan document processing. Their goal was to speed up decision-making while maintaining accuracy, transparency, and compliance.

The Problem

The existing document collection process was entirely manual, leading to significant delays and inefficiencies.

Key challenges included:

• Manual requests caused long turnaround times for approvals.
• Agents and DSAs lacked visibility into application statuses.
• No system to validate application information against uploaded documents.
• No monitoring or tracking of requested documents.
• Following up on missing or incorrect documents required repeated effort.

The Goal

Clear, measurable goals were defined to guide the design and implementation:

• Introduce validation to cross-check application entries against uploaded documents and reduce errors.
• Define a standardised document collection process so every request follows the same, auditable path.
• Deliver task management so task owners always know what they must do and when.
• Enable fast decisions by making application status and required documents instantly visible.
• Provide real-time visibility of the task owner and application state at any moment.
• Automate escalations when steps are not completed within defined SLAs.

Our Process

Our process followed a Design Thinking approach, broken into clear phases:

Research & Insights

Through research, we discovered:

• No validation existed between application data and uploaded files.
• Document requests were repetitive and time-intensive.
• Delays often went unnoticed due to a lack of tracking.
• Managers frequently forgot essential documents, causing further slowdowns.
• Sales agents struggled with back-and-forth communication.

Personas Created

Design System

We built a flexible system that supported both scalability and consistency:

• Built-in validation patterns and error states to reduce mistakes and rework.
• Tools: Whiteboard, Pencil sketching, Sketch, Photoshop, Balsamiq, InVision, Silverback.
• Flow: wireframes → prototypes → high-fidelity screens → usability testing.
• Standardised UI components for forms, dashboards, task cards, and notifications.

UX/UI Design

The final experience provided clarity and efficiency:

• Credit Dashboard: request documents, monitor progress, and approve/reject submissions from one place.
• Agent Framework: simple upload flows for DSAs/agents that auto-update the dashboard.
• Microinteractions: instant feedback when items are uploaded, validated, or escalated.
• Streamlined Flows: reduced friction for both Credit Managers and Sales Agents, improving throughput.

The Solution

IPS designed and developed a Credit Dashboard that streamlined document requests, tracking, and validation. The system introduced structure, accountability, and automation to the process.

We delivered:

• A central dashboard for Credit Managers to request, review, and approve documents.
• Task management so owners are alerted and accountable for assigned items.
• Real-time status tracking for applications and document stages.
• Escalation triggers when steps weren’t completed on time.
• Validation features to cross-check submitted documents with application data.

Results & Outcomes

The new system transformed the document collection process:

• Higher user satisfaction and measurable productivity gains.
• Significant reduction in manual document handling time.
• Faster loan disbursement cycles due to fewer follow-ups and clearer status.
• Clear accountability with visible task ownership and escalation paths.
• Improved transparency across Credit Managers, Agents, and DSAs.