Roles:
UX Research · UI Design · Prototyping · User Testing · Workflow Design
Industry:
Fintech
Deliverables:
Personas · User Flows · Wireframes · High-Fidelity Screens · Interactive Prototype
Timeline:
3 Months
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:
Brainstorming
Collaborative sessions with product managers, technical leads, and business stakeholders to identify needs and constraints.
User Research
In-depth interviews with 10 CMs and CPAs to capture their pain points, goals, and motivations.
Personas
Developed to represent core users: Credit Managers (primary) and Sales Agents (secondary).
User Flows & Tasks
Mapped end-to-end workflows to design smooth, goal-driven experiences.
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.