Moving credit granting into Inbiz

Project information

Industry

Banking

Duration

4 months, fixed scope

Team

5 UX designers

My role

Design principles, Visual guidelines, Prototyping and testing, Interviews, Co-design

Users

Bank employees, Credit analysts

Tools

Adobe XD

Overview

Inbiz is Intesa Sanpaolo's online banking portal for businesses: payments, cash management and credit, including invoice financing.

The bank was moving credit granting off paper and into Inbiz. Our team designed that new flow, for the companies asking for credit and for the analysts reviewing it.

Challenges

Going digital moved the paperwork onto screens, along with all its complexity.

• Users ranged from very confident to barely digital.
• The credit process had many steps, and every one of them had a regulatory reason to exist.
• Desktop and mobile had to behave the same way.
• Security checks couldn't make the flow unusable.
• The bank wanted a way to keep collecting feedback after launch.

Methods

We worked inside a shared framework and moved in short loops between research, design and testing.

• Interface. Responsive layouts built from reusable components.
• Prototypes. From rough wireframes to high fidelity, each tested with real users.
• Visual guidelines. Type, icons and colour tidied up so every screen looked like the same product.
• Journey maps. Checked with users and with the bank's stakeholders.
• Co-design. Workshops where analysts and stakeholders sketched with us.
• Usability testing. Regular sessions, A/B tests and WCAG checks.

Solution

Credit requests now run end to end in Inbiz, next to the other services businesses already use there.

• One responsive interface for desktop and phone.
• Shorter workflows, so requests are processed faster and with fewer mistakes.
• A design shaped by several rounds of testing, not by assumptions.
• Accessibility checked against WCAG.

Outcomes

• More use. With a cleaner interface and shorter flows, businesses came back to the platform more often.
• Less manual work. Automated steps sped up credit applications and cut down errors.