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Understanding the problem
Customers can check the status of their application in the browser or app. This information is available in their account under the Applications section in Transfers and Applications screen. Despite this guidance, many people still decide to call the hotline.
Analysis of the current solution
The current solution ONLY informs the user
about the current status of the application.
Application statuses
-
Draft version
When your application was saved in application during its completion.
-
Accepted for processing
When the application has been given by a formal process, verified, and accepted for processing.
-
Entered
When you or another user filled out and saved the application, but authorized person has not yet signed it.
-
Cancelled
When the user or appropriate person cancels the application.
-
In approval process
When the application is awaiting signature or authorization according to the approval scheme.
-
Completed
When the requested application has been reviewed and executed.
-
Approved
When the application has been signed by authorized individuals (or their representatives), according to the approval scheme, but has not yet been sent.
-
Rejected
When the application has not been fulfilled for some reason.
Hypothetical causes of the problem
-
Lack of trust in the system
A user who doesn't trust the online system may opt for phone contact to confirm receipt of their application or to get additional information.
-
Lack of awareness of the number of process stages
A user who doesn't know how many stages are in the process may contact the hotline to inquire about the status of their application.
-
Intention to influence the pace of actions
If a user believes their application should be treated as a priority, they may try to influence the pace of bank employees' actions by contacting the hotline.
Possible solutions to the problem
"It started with a dilemma about words, and ended with a completely rewritten screen content and a new page layout."
(own translation)
Fortunately, complex solutions aren't always necessary.
Sometimes, smartly adjusting the message content may bring equally positive results.
The choice of solution depends on many factors. At this stage, various ideas can be considered.
Tooltip
Tooltips allow providing users with additional information without taking up space on the screen.
Pros
Cons
Notification bar
Simple language is an important element of the bank's strategy. It makes it easier to understand the content of messages.
Pros
Cons
Progress bar
The progress bar can be constructed with divisions into several segments, each representing a separate stage of the process.
Pros
Cons
Information indicating that the process is carried out in stages
Indicator that informs the user at which stage of the process they are.
Pros
Cons
Changing the font size in the column
Larger font
Pros
Cons
Splitting the column with the status and application number
Column separation
Pros
Cons
Changing the order of columns
The first column usually attracts the most attention from the user. Placing the status at the beginning of the table gives it high informational priority, which can increase the effectiveness of the message.
Pros
Cons
Changing the color of the column
Different color for the column with the application status.
Pros
Cons
Changing the color and bolding the font in the column
Different font color and bolding
Pros
Cons
Hotline message
If you want to find out the status of your application, log in to your account on the browser or app. You can check its status in the Applications module on the Transfers and Applications screen.
Proposed message
Pros
Cons
Field with information explaining what each status means
We respect your time.
You don't have to call the hotline. Check what the application statuses mean.
- Draft version: saved, in progress.
- Entered: filled out and saved, but not signed.
- In approval process: awaiting signatures from authorized individuals.
- Approved: signed, but not yet sent.
- Accepted for processing: signed, submitted, and accepted for execution.
- Cancelled: the user opted not to submit the application.
- Completed: checked and executed.
- Rejected: the application could not be processed.
Pros
Cons
Pop-up appearing after submitting an application
Visualizing the application statuses step by step helps the user understand the stages of the process.
Providing the number of days needed to process the application gives a clear understanding that the process is ongoing.
Customers should call the hotline only in important situations. Instead of telling them when not to call, it's better to indicate when it is recommended or necessary.
Customers should call the hotline only in important situations. Instead of telling them when not to call, it's better to indicate when it is recommended or necessary.
Pros
Cons
A/B testing
Cause
Lack of trust in the system
Lack of awareness of the number of stages
Desire to exert influence
Variants
Variant A - new solution
Variant B - current solution
Users
Provide Variant A to roughly half of the users.
Source
The source of the tested solution is the Applications module on the bank's website.
Test
Test both A and B under the same conditions and at the same time (about 2 weeks).
Repeat
Different options can be experimented with to find an effective solution to the problem.
Winner
If the hotline traffic decreases after implementing the variant, the new solution works.
Pros
Cons
Choosing the optimal solution
Grouping solutions by implementation difficulty
Easy
- Changing the font size in the column
- Changing the order of columns
- Changing the color of the column
- Changing the color and bolding the font in the column
- Information indicating that the process is carried out in stages
- Notification bar
These changes require only minor code modifications.
Intermediate
- Splitting the column with the status and application number
- Field with information explaining what each status means
These changes are simple but require creating new user interface elements.
Advanced
- Tooltip
- Progress bar
- Pop-up appearing after submitting an application
- A/B testing
These changes require complex changes to the code or user interface.
- Hotline message
Adding a message requires changes to the hotline system.
Implementation costs of different types of solutions
Low
The costs of easy solutions are relatively low. These changes require only minor code modifications, which can be done by a single developer within a few hours or days.
Medium
The costs of intermediate solutions are higher than those of easy solutions. These changes require creating new user interface elements, which can take several days or weeks.
High
The costs of advanced solutions are the highest. These changes require complex modifications to the code or user interface, which can take several weeks or months.
Factors determining the choice of solution
Problem importance
If the problem is significant and requires a quick resolution, easy or medium solutions should be chosen.
Estimated time to solve the problem
If there is no time pressure, medium or advanced solutions can be considered.
Availability of specialists
Consider the availability of designers, programmers, and other specialists needed to implement the solution.
Choosing a solution based on problem importance
A serious problem requiring swift action
means
choosing one of the easy solutions
Worth considering
Notification bar
Users will be directly informed of what actions are not recommended.
Non-critical problem, without time pressure
allows
choosing one of the more complex solutions
Worth considering
Splitting the column with the status and application number
Facilitates data analysis – each column will focus on one category of information.
Benefits of improvements
Customer satisfaction
Quick access to application status information will enhance customer experience.
Increasing customer service efficiency
Reducing the number of phone calls regarding application statuses will allow hotline staff to focus on solving other customer issues.
Operational costs
Reducing the number of phone calls may bring financial benefits by reducing customer service costs.
Brand image
Effective communication management and access to information will contribute to a positive perception of the brand as an institution that cares about customer convenience and satisfaction.
Innovations in customer service
Solving the problem by developing more advanced tools and processes can create space for further innovations in customer service.
Better use of data
Improvements can streamline the collection and analysis of user preferences data, which can help make better business decisions.
Summary
Increased hotline traffic due to inquiries about application statuses can be addressed in various ways. Choosing the right approach should consider the specifics of the business and customer needs. Effective action will improve customer comfort and service efficiency.
