Keb Hana-Microfinance.

Design Roles

Product Design Manager

NgeOo Mon

UI Designer

Yan Paing Hein

Tools Used

Project Goal

To design a product for the field officers of Keb Hana Microfinance to assist them in conducting businesses with their clients and to manage daily work tasks.

Problem Statement

With most of the business functionalities operated manually with written forms after forms thus causing incorrect data inputs caused by human errors.

100% digital in their business operations, and to go paperless and to reduce human errors.

Aim

To drive a sustainable and scalable MFI by helping Myanmar people grow their own businesses.

Product Goal

Background

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.”

As reported by World Bank’s report in 2017.

User Research

I led the Product design research and the methodology I used is to conduct ethnographic research methods such as in-depth one on one interviews with the participants in the ecosystem. We will also follow up the interviews using contextual inquiry to learn and gather insights of transactions between Field Officers and their clients.

Product Touch points

OPPORTUNITIES IN WORKFLOW OF LOAN DISBURSEMENT PROCESS

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 sketched 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.

#1 Opportunity: Loan Amount Calculation

#2 Pain point: Many physical home visits to the clients to collect data.

#2 Opportunity: Reduce labor intenseness

HMW maximize time for the loan officers in assessing the eligibility of loan products for applicants ?

How Might We-Loan Officers

HMW minimize the physical visits to the applicants by using digital solution for disbursements and follow-ups?

How Might We-Loan Officers

Conceptualization (Desktop and Android App for Loan Application)

For applicants & Officers' desktop loan management

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.

Conclusion

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.