Design Roles
Product Design Manager
NgeOo Mon
UI Designer
Yan Paing Hein
Tools Used
To reimagine and redesign the core workflows so that loan officers and applicants can complete tasks faster, with fewer errors and less frustration.
Most business operations relied on manual paper forms, resulting in frequent data entry errors and inefficiencies.
100% digital in their business operations, and to go paperless and to reduce human errors.
To drive a sustainable and scalable MFI by helping Myanmar people grow their own businesses.
Mobile Phone Ownership and Internet Access
405 million of bank account and mobile money account owners in Myanmar, Cambodia, Indonesia and Vietnam pay utility bills in cash, though 95 percent of them have a mobile phone: “Globally, 1.7 billion adults remain unbanked, yet two-thirds of them own a mobile phone that could help them access financial services.”
I led the product design research using ethnographic methods, including in-depth one-on-one interviews and contextual inquiries, to understand how field officers and clients interact during loan applications.
After synthesizing our findings, we were able to sketch out the user journeys of the whole process consisting of clients applying for loans up until loan disbursements and repayments.
We maped out the different journeys of loan application from clients to the field officers. The officers then go through each itemized expenses and income of the applicants and calculate the qualified loan disbursement.
#1 Pain point: Officers have to input the total of clients income in order to calculate the qualified loan amount of disbursement. Which takes a lot of time and prone to data error.
#2 Pain point: Many physical home visits to the clients to collect data.
HMW maximize time for the loan officers in assessing the eligibility of loan products for applicants ?
HMW minimize the physical visits to the applicants by using digital solution for disbursements and follow-ups?
After two weeks of user research and synthesizing, we proposed wireframes of the total workflow of KEB Hana loan managers’ desktop loan management system to assign their officers to applications in order to approve loan disbursements.
Then, KEB Hana loan officers will do two weeks of the loan mobile application launch regionally to all loan applicants. Thus, the applicants will be able to submit requirements via the Android app, saving time and forms for the loan officers to manage, and in the end, applicants will be able to easily check their approved loan amounts promptly.
The careful study of the challenges the micro-finance business faced were mainly from having to do double-work caused by inability to digitize the workflows. The cost accumulates in the business from physical visits the loan officers conduct to the applicants, and with the extra time spent on doing double-work, the business couldn’t invest in launching other loan products. With this new workflow management system and the android mobile application for the applicants, the business can now diversify their revenue through launching more products and the better user experience will create a loyal customer base of loan applicants.
Product Design: Research, UX, UI, Product Manager
Tools: Sketch, Miro, AI
Website: IA, UX UI
Tools: Figma, Framer, Adobe
User Experience: UX Research and Wireframing
Tools: Sketch, AI, Photoshop
