CapitolPRIME

Win customer trust for FinTech with convenience across all channels

Edtech saas ux design with remote student support for applications tracking

Industries

FinTech

Client country

Europe, APAC

What we did

- UX design

- User research

- Design system

- User interface design

Studies found that convenience is the primary driver of adoption for FinTech platforms. This means that FinTech platforms must provide a seamless user experience and be available where the customer is to provide assistance. Modern customers rely on multiple channels, and they expect FinTech platforms to be available on their chosen channel.

Our omnichannel customer engagement platform enables FinTech companies to handle complex customer requests, receive approvals, and engage with other departments more quickly with consolidation of customer financial data. This helps FinTech companies provide excellent customer service and build trust and convenience with their customers. All while being trustworthy and compliant with regulations.

Frictionless customer onboarding for faster access

Customer onboarding is a critical part of the FinTech user experience, and we have invested heavily in designing a process that is both effective and user-friendly. Our onboarding process is designed to be personalised to each user's individual needs. We start by asking users about their financial goals, experience level, and other relevant factors. This information is then used to tailor the onboarding process accordingly, providing users with the most relevant financial products.

We also use a number of other UX design principles to make the customer onboarding UX as seamless as possible. We use clear and concise language, helpful visuals and instructions, and opportunities for users to learn and request support when they need it.

Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design
Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design

Meeting the modern customer expectations with UX design

Our product UX is designed to help FinTech companies of all sizes deliver a superior customer experience across all channels. We also the the channel of choice of each individual customer to minimise operational costs and confusion.

Our platform seamlessly integrates data from various touch points, allowing FinTech companies to glean meaningful insights into customer preferences and behaviour. This unified view becomes the cornerstone upon which personalised customer experiences are crafted.

With the help of the unified customer view of data and interactions, enables FinTech companies to provide personalised and consistent customer service across all channels to meet the expectations of the modern customer by applying user experience design improvements to drive customer loyalty and trust.

Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design

Doing more with less using predefined workflows

We made an Intentional design decision in order to optimise the user experience of both customer and staff members to be faster and more efficient in credit decision-making while staying compliant.

Predefined communication workflows were used to validate customer data and identify potential fraud risks. The workflow could also be used to ensure that all required disclosures are provided to customers in a timely and accurate manner. This can help to reduce the risk of compliance violations and improve the accuracy of credit decisions.

Predefined communication workflows automate many of the repetitive tasks involved in credit decision-making, such as sending emails, gathering documentation, and following up with customers. This frees up credit decision-makers to focus on more complex and value-added tasks, such as analysing financial data and assessing risk.

As a result, financial organisations can process credit applications quicker and efficiently with improved accuracy.

Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design
Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui

Integrated FinOps to cater compliance and collaboration

The product UX is designed to support teamwork and real-time communication between departments. It provides a centralised platform with user friendly interface design for all stakeholders involved in the process to communicate and collaborate. This includes features such as real-time chat, file sharing, and task management. Ensuring that everyone is kept up-to-date on the status of the application and that any issues can be resolved quickly and efficiently.

Real-time notifications alert users when there are updates to their tasks or assigned applications. This helps to ensure that everyone is on the same page and that no tasks fall through the cracks. An audit trail of all communication and activity related to each workflow helps to maintain accountability and transparency, and can also be used to identify areas for improvement.

This helps financial institutions process customer loan applications more efficiently and effectively.

Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design
Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design

Visualisation of data for insights and taking action

Our product design includes unified customer information, financial data, documents, and activity records, and uses data visualisation to support seamless decision-making, and auditing with a a seamless user experience.

User interface design has given a special focus on data visualisation to ease the process of analysing the data, identifying trends and patterns, and making informed decisions. This information provides a single view of each customer, making it easy to access and analyse all of the information that is relevant to a particular customer. Financial data allows users to assess a customer's creditworthiness, identify risk, and detect fraud. Documents provide easy access to loan applications, credit reports, and other important documents. Activity records track customer logins, transactions, and communication with customer support, which can be used for auditing, compliance, and customer experience improvement.

This seamless design makes it easy for loan officers to approve loan applications, risk managers to assess risk, auditors to review accounts, and customer service representatives to resolve customer issues. Overall, our product design helps financial institutions make better decisions, improve efficiency, and reduce risk.

vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design
Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui

Achieving FinTech user interface design consistency at scale

FinTech products should be consistent, efficient, scalable, and accessible. Our design system helps to achieve these goals since the design system was crafted to suit the specific needs of the FinTech product design. By providing designers and developers with reusable components and guidelines, a FinTech design system can help to ensure that all product modules have a consistent look and feel, which builds trust with users.

The design system also saved time and effort, allowing the designers to quickly prototype and test various solutions with product stakeholders. As a result, new features and feature improvements were introduced without adding too much of a backlog for developers. Making it easier to scale the product.

Student engagement ux design edtech ui
TalentLMS student remote assistance ux design edtech ui
vetera sky - color palette - design systems - amplifyn - ui design
vetera sky - color palette - design systems - amplifyn - ui design

Result

Multi-channel customer engagement is a powerful strategy for FinTech companies can use to win modern customer trust and meet the expectation of convenience. We prioritised the user experience design of the FinTech platform to focus on improving customer satisfaction, conversion rates, customer lifetime value, and new user acquisitions by offering a user friendly interface with real time collaboration capabilities.

  • 5x increase in the probability of acquiring new customers
  • Reduce the operational risk and stay compliant
  • Meeting the multichannel expectation of 89% of existing customers
  • Saving EUR 12,000/mo on workflow and collaboration  platforms

“ Since the implementation of CapitolPRIME, our customer acquisition costs have dropped significantly. We're now able to reach our target audience more effectively and efficiently, and we're converting more leads into customers.”

Alexander Felber

Magnus Olafsson

Senior partner

Credit committee

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