Client Management System
Design a system to integrate all account types
Role: Director of UX
Overview
Client services for FlexShopper was having to go through three different systems, at a minimum, for every client contact. The company was adding in loan services, adding to the confusion, so we also integrated a loan management system. The new CMS for loans required even more training and time for each client interaction. After scoping out all of the issues we decided to keep the backends of all the systems in place and build a new front end that would tie all the functionality together. The system was originally named FlexAdmin and after a few version updates it changed to Calypso.
Research Insights
Business Findings
- Current CMS workflows were fragmented across multiple screens and systems
- Teams needed a unified view of clients, applications, and account status
- Modal-based task flows reduced navigation time and increased accuracy
- Mobile-friendly layouts supported field and remote teams
Key Internal User Needs
- Fast access to high-priority information
- Streamlined workflows for approvals, updates, and reviews
- Consistent components and predictable navigation patterns
- Less client informational delay
- Chatbot integrated on phone service to answer FAQs
Project Goals
Increase Client Response Times
One source of client lookup to address any client concern will reduce the time of each call. Notations made automatically will reduce any friction on what has already been addressed.
Decrease Learning Curve
Navigation through the application will be intuitive and require little to no training. Prompts and alerts guiding the needs for each client will guide the conversation for any scenario.
Loan and Lease
Compliance concerns are different for loans and leases, the clients need to be addressed specifically on their product type.
Structured Organizational Management
There is a significant amount of PII in this application and not every CS representative will have access to everything. The organizational levels will allow the correct information to be shown based on management.
Color Palette
Sign In & Dashboard
A single sign on to access all of the internal systems was the first step in saving time for our CS team. The dashboard gives a brief overview of what has been and is currently being worked on throughout the team. When a CS representative is working with a client they “lock” down the clients account to not cause conflict, showing that on the dashboard ensures work is not missed. The data chart on the dashboard can also be filtered for team leaders to get a quick overview on how everything is going.
Customer Profile
When a client calls in or a representative reaches out based on a call list, they need to pull up the customer’s profile. In the profile screen we integrated most of the questions/issues a customer would typically need, anything not there also has a redirect. The representative can also see the notes and other representatives currently viewing this account. When they take ownership of the account they can begin processing orders or making changes.
Order Management
Regardless of clients ordering directly on our website or utilizing our payment method on another site, all the orders are shown here. Their statuses help CS filter what needs to be addressed before a client would need to call to inquire. When an order is opened up they can review each item to confirm lease or loan compliance as well as the status of each. Some orders have to be manually ordered so a one time use card is created to make the ordering process smooth for the representative.
Personal Shopper
The personal shopper program is quite different from the typical online shopping experience. Clients either call in or place a request online (usually with a link to the item they want) and the representative builds an order. Then, the representative reaches out to the client and provides a lease or loan (based on the product type) for the client to sign. Once this is done it is then treated like any other order and the status is tracked.
Loan Management
Customers can be approved for both leases and loans but needed to be treated differently when contact by client services. Managing loans are drastically different than leases, because there is not always collateral (products directly purchased with the funds). Some loans are made to purchase items and a one time use card is distributed to the vendor for the purchase, others are direct deposits in the client’s account.
Notes
Any action completed on an account requires a notation and tracked based on CS representative. If the account was viewed there are also auto notes created for compliance to review quarterly or when needed.
Results & Impact
35%
CS Score Increase
20%
Decrease in Call Times
32%
Labor Cost Savings
- All backend systems were integrated making this the single source of truth
- Decrease in training time for all new representatives
- Consistent improvements were continually made due to weekly CS updates/interviews
- Cutting down B2B integration times because of the broad system coverage
Connect with me
bbryants.design@gmail.com
Home
Sawdust
About
Client Management System
Design a system to integrate all account types
Role: Director of UX
Overview
Client services for FlexShopper was having to go through three different systems, at a minimum, for every client contact. The company was adding in loan services, adding to the confusion, so we also integrated a loan management system. The new CMS for loans required even more training and time for each client interaction. After scoping out all of the issues we decided to keep the backends of all the systems in place and build a new front end that would tie all the functionality together. The system was originally named FlexAdmin and after a few version updates it changed to Calypso.
Research Insights
Business Findings
- Current CMS workflows were fragmented across multiple screens and systems
- Teams needed a unified view of clients, applications, and account status
- Modal-based task flows reduced navigation time and increased accuracy
- Mobile-friendly layouts supported field and remote teams
Key Internal User Needs
- Fast access to high-priority information
- Streamlined workflows for approvals, updates, and reviews
- Consistent components and predictable navigation patterns
- Less client informational delay
- Chatbot integrated on phone service to answer FAQs
Project Goals
Increase Client Response Times
One source of client lookup to address any client concern will reduce the time of each call. Notations made automatically will reduce any friction on what has already been addressed.
Decrease Learning Curve
Navigation through the application will be intuitive and require little to no training. Prompts and alerts guiding the needs for each client will guide the conversation for any scenario.
Loan and Lease
Compliance concerns are different for loans and leases, the clients need to be addressed specifically on their product type.
Structured Organizational Management
There is a significant amount of PII in this application and not every CS representative will have access to everything. The organizational levels will allow the correct information to be shown based on management.
Color Palette
Sign In &
Dashboard
A single sign on to access all of the internal systems was the first step in saving time for our CS team. The dashboard gives a brief overview of what has been and is currently being worked on throughout the team. When a CS representative is working with a client they “lock” down the clients account to not cause conflict, showing that on the dashboard ensures work is not missed. The data chart on the dashboard can also be filtered for team leaders to get a quick overview on how everything is going.
Customer
Profile
When a client calls in or a representative reaches out based on a call list, they need to pull up the customer’s profile. In the profile screen we integrated most of the questions/issues a customer would typically need, anything not there also has a redirect. The representative can also see the notes and other representatives currently viewing this account. When they take ownership of the account they can begin processing orders or making changes.
Order
Management
Regardless of clients ordering directly on our website or utilizing our payment method on another site, all the orders are shown here. Their statuses help CS filter what needs to be addressed before a client would need to call to inquire. When an order is opened up they can review each item to confirm lease or loan compliance as well as the status of each. Some orders have to be manually ordered so a one time use card is created to make the ordering process smooth for the representative.
Personal
Shopper
The personal shopper program is quite different from the typical online shopping experience. Clients either call in or place a request online (usually with a link to the item they want) and the representative builds an order. Then, the representative reaches out to the client and provides a lease or loan (based on the product type) for the client to sign. Once this is done it is then treated like any other order and the status is tracked.
LoanManagement
Customers can be approved for both leases and loans but needed to be treated differently when contact by client services. Managing loans are drastically different than leases, because there is not always collateral (products directly purchased with the funds). Some loans are made to purchase items and a one time use card is distributed to the vendor for the purchase, others are direct deposits in the client’s account.
Notes
Any action completed on an account requires a notation and tracked based on CS representative. If the account was viewed there are also auto notes created for compliance to review quarterly or when needed.
Results & Impact
35%
CS Score Increase
20%
Decrease in Call Times
32%
Labor Cost Savings
- All backend systems were integrated making this the single source of truth
- Decrease in training time for all new representatives
- Consistent improvements were continually made due to weekly CS updates/interviews
- Cutting down B2B integration times because of the broad system coverage
Connect with me
bbryants.design@gmail.com
Home
Sawdust
About
Client Management System
Design a system to integrate all account types
Role: Director of UX
Overview
Client services for FlexShopper was having to go through three different systems, at a minimum, for every client contact. The company was adding in loan services, adding to the confusion, so we also integrated a loan management system. The new CMS for loans required even more training and time for each client interaction. After scoping out all of the issues we decided to keep the backends of all the systems in place and build a new front end that would tie all the functionality together. The system was originally named FlexAdmin and after a few version updates it changed to Calypso.
Research Insights
Business Findings
- Current CMS workflows were fragmented across multiple screens and systems
- Teams needed a unified view of clients, applications, and account status
- Modal-based task flows reduced navigation time and increased accuracy
- Mobile-friendly layouts supported field and remote teams
Key Internal User Needs
- Fast access to high-priority information
- Streamlined workflows for approvals, updates, and reviews
- Consistent components and predictable navigation patterns
- Less client informational delay
- Chatbot integrated on phone service to answer FAQs
Project Goals
Increase Client Response Times
One source of client lookup to address any client concern will reduce the time of each call. Notations made automatically will reduce any friction on what has already been addressed.
Decrease Learning Curve
Navigation through the application will be intuitive and require little to no training. Prompts and alerts guiding the needs for each client will guide the conversation for any scenario.
Loan and Lease
Compliance concerns are different for loans and leases, the clients need to be addressed specifically on their product type.
Structured Organizational Management
There is a significant amount of PII in this application and not every CS representative will have access to everything. The organizational levels will allow the correct information to be shown based on management.
Color Palette
Sign In &
Dashboard
A single sign on to access all of the internal systems was the first step in saving time for our CS team. The dashboard gives a brief overview of what has been and is currently being worked on throughout the team. When a CS representative is working with a client they “lock” down the clients account to not cause conflict, showing that on the dashboard ensures work is not missed. The data chart on the dashboard can also be filtered for team leaders to get a quick overview on how everything is going.
Customer
Profile
When a client calls in or a representative reaches out based on a call list, they need to pull up the customer’s profile. In the profile screen we integrated most of the questions/issues a customer would typically need, anything not there also has a redirect. The representative can also see the notes and other representatives currently viewing this account. When they take ownership of the account they can begin processing orders or making changes.
Order
Management
Regardless of clients ordering directly on our website or utilizing our payment method on another site, all the orders are shown here. Their statuses help CS filter what needs to be addressed before a client would need to call to inquire. When an order is opened up they can review each item to confirm lease or loan compliance as well as the status of each. Some orders have to be manually ordered so a one time use card is created to make the ordering process smooth for the representative.
Personal
Shopper
The personal shopper program is quite different from the typical online shopping experience. Clients either call in or place a request online (usually with a link to the item they want) and the representative builds an order. Then, the representative reaches out to the client and provides a lease or loan (based on the product type) for the client to sign. Once this is done it is then treated like any other order and the status is tracked.
LoanManagement
Customers can be approved for both leases and loans but needed to be treated differently when contact by client services. Managing loans are drastically different than leases, because there is not always collateral (products directly purchased with the funds). Some loans are made to purchase items and a one time use card is distributed to the vendor for the purchase, others are direct deposits in the client’s account.
Notes
Any action completed on an account requires a notation and tracked based on CS representative. If the account was viewed there are also auto notes created for compliance to review quarterly or when needed.
Results & Impact
35%
CS Score Increase
20%
Decrease in Call Times
32%
Labor Cost Savings
- All backend systems were integrated making this the single source of truth
- Decrease in training time for all new representatives
- Consistent improvements were continually made due to weekly CS updates/interviews
- Cutting down B2B integration times because of the broad system coverage
Connect with me
bbryants.design@gmail.com