Inbank · 2024 · internal tool
Inbank was growing fast and launching new Hire Purchase products. The back-office that its support team used every day did not fit the new products. As Inbank's first in-house designer, I redesigned it from scratch: one clear, modular tool that helps agents work faster and has room for the next product.
problem
Screens were added one at a time, with no shared patterns. The tool was hard to learn and easy to misuse, and the new products did not fit.
decision
Rebuild it from a small set of parts: data cards, tables, status pills, side panels and one search. So a new product reuses the same screens with its own data.
result
Key screens shipped, including flows for the new product lines. Layouts are predictable and new agents learn the tool faster. No numbers I can share.
what makes the tool faster to use
decision 1 of 3
An agent on a call often needs a contract or an application while the customer’s details stay in view. So a record opens in a side panel over the customer page. When the agent closes it, they are back where they were.
decision 2 of 3
Problems show as status pills at the top of the record: Unsigned, Unidentified, Required. The action that fixes each one sits on the same line, like Identify or Check PEP, so the agent always sees the next step.
decision 3 of 3
Customers call with whatever number they have: an ID code, a contract, an account, a username. One search box takes all of them, and each result shows what it matched.
the process, short
audit
I listed every screen of the old tool and tagged each part: a table, a state, an action, a filter or a pop-up. The same few parts appeared on every screen. These parts became the component list.
research
I interviewed the people who use the tool or work on it. Mixpanel showed which screens and actions they used most, so I redesigned those first.
visual direction
Before any screen, I made a moodboard that followed Inbank’s new visual identity. I used it to set the tone, the hierarchy and the level of consistency early.
delivery
I had weekly syncs with the developers and reviewed each build. When a technical limit came up, I changed the design. Several key screens shipped, including flows for the new product lines.
one set of parts for every product
components
The parts are flexible tables, customer data blocks, status pills, action panels, and search and filter patterns. Each part works with different products and data, so a new product line mostly reuses them.
the outcome, and what I learned
outcome
what I learned
Redesigned an outdated checkout across 4 countries. People finished it faster and sent fewer support tickets.
Loan application, Fintech loan-applicationfintech
