ANZ Commercial Lending Platform

CLP (Commercial Lending Platform) is a simpler and faster SaaS platform that create a more efficient credit decisioning process to fit for ANZ commercial strategy.

Project Scope

Service Design
Concept Development
Validation
User Testing
Implementation

My Role

Experience Design
User Testing
Design System
Design Handoff

Project Duration

09/2022 - 03/2024

Project Introduction

What's the context?

ANZ commercial aims to create a integrated lending platform with accuracy, speed and high quality to avoid additional cost for APRA financial remediation. The CLP project has 3 designers and I work as an Experience Designer in a configuration squad by continually updating our concepts from bankers' feedback.

What's the challenge?

The challenge is to digitise the commercial credit decisioning process, ensuring it becomes faster, simper and minimise additional effort for bankers through transition process.

Outcomes

1. Reduce Time to Decision

Reduce decision time for judgemental credits from 4 days to 2 days

2. Reduce Time to Cash

Improve first pass LoO (Letter of Offer) accuracy from 30% to 75%

3. Reduce in Provisions

Improve early prediction rate from 70% to 85%

Design Research

Design Approach

Persona

By interviewed 12 commercial banker in ANZ, we identified 3 types of bankers who are target users:
AM - Assistant Manager
RM - Relationship Manager
CM - Credit Manager

Findings from Persona

Desirable factors for the system

User Experience flow

Click on the image above to see the full flow.

Experience Design Solutions

CM Journey Hub

Visualised stages and tasks of Credit Memorandum Case on one page. Also for the status of each task the banker has to complete.

Simple statistic and surface indicators on case progress.

Data is automatically updated from CRM or DocExchange to avoid manual re-entry.

Timely feedback of integration status with other core banking system.

Easily reopen a task if there is any changes based on the customer' needs.

Click on the image to see the full screen.

CM Details

Case data can be used and displayed across multiple screens which align to system rules, validation and policy.

Data is ingested and refreshed multiple times throughout the case so it will always display up to date data.

Data data can be collated to give a clear understanding and summary of proposed state and changes.

Create and modify Product structure and with system rules and validation.

Click on the image to see the full screen.

Documents Upload

Case related documents can be directly drag or click to upload to the system.

Simple statistic and surface indicators on document upload progress.

Document will be automatically linked to the case.

User can check all documents uploaded for the journey and link to a specific case.

Click on the image to see the full screen.

Letter of Offer Generation and send for QC

Ability to edit customer execution (Signing blocks) so a user will only need to sign the LoO once.

User is able to update all non-credit critical information without the need to rework the CLP case e.g. Conditions/Fees.

Only show information that will be printed in the Letter of Offer so it's easier for the user to review and confirm.

Click on the image to see the full screen.