Use Cases & Requirements

Welcome to the digital-bank-ui wiki!

Need for this Project

A new reference user interface on Fineract CN for staff of financial institutions such as digital, challenger, and neo-banks that focused on individual accounts is needed for multiple reasons:

1. The current fims-web-app reference UI on top of Fineract CN is incomplete, unpolished and doesn't serve as a good representation of capabilities of Fineract CN.
2. As more financial inclusion providers focus on individual lending and savings products and more digital banks/neo-banks and fintechs that don't have group or center-based operations explore Mifos and Fineract CN, we'd need to have a reference UI that is more in line with those requirements. We don't want prospective users to come and see the microfinance-centric UI and immediately think that the platform might not be useful for them.

Objectives and Assumptions

• Should support same customer management, product management, account/portfolio management and servicing that Mifos X Web App current supports but with a focus on individual accounts.
• Should support more procedures to enable staff to onboard and activate customer accounts being opened through self-service channels.
• Should enable staff to support more customer support operations for clients that operating purely remotely.
• Follow Angular Material guidelines but have a clean, simple, modern UI.
• Design should be flexible and modular in supporting the operations of different users and personas.
• Design should be more activity-driven and notification-based to empower staff to effectively perform their duties.

Digital-Bank Specific Use Cases

These are operations that need to be supported for the staff of the financial institution.

• Use cases related to customer-facing self-service operations are tracked as part of our online and mobile banking apps.
• Likewise, the subsequent list details out the use cases that must be supported which are common with the Mifos X Web App but need to be designed with a focus on individual customer accounts.

1. A customer downloads an app and uses the App and information they have on hand to become a “member” of the bank or a customer of record.

• In the Back office interface, Customer Account Opening Workflow is monitored via screens showing number of apps downloaded, apps configured, logins attempted, information confirmed, etc.
• To support this, Configuration of Account Opening Workflow (which steps, which information, bot training, etc)
• Queue of customers awaiting manual approvals with workflow configuration

2. Customers make payments, do transfers to other accounts, set up auto-payments and do other financial transaction configurations.

• Back office personnel see various reports of customer activity, system auto-detects anomalous activity, and can flag certain activities
• Generate the SAR (suspicious activity reports required by the banking supervisory institutions)
• Generate risk compliance report according to requirements of internal audit and risk compliance office
• Requires a configuration screen for setting anomalous activity settings or integration with third party app that does this function

3. Customers are able to access different products with different terms on a promotional or regular basis

• Back office configures a Product and its terms (similar to how functionality is currently within)
• Back office configures how the product would appear on a screen within an advert window including upload of graphics
• Back office promotes from preview to active the product offering on the platform for a specified offering period

4. Personnel at the Bank are able to manage the overall portfolio at the bank

• Generate Portfolio at Risk Reports
• Show dashboards of customers, customers, aging of portfolio, balance sheet, etc.
• Dashboard needs the capability to drill down
• Capability for searching across all branches, products, customers, etc.

5. A customer contacts the help desk and needs assistance with password reset, account opening, or transactions on their account. A bot is able to put them into the right help desk area.

• Customer Help Desk Monitor - generates statistics on how many helped, topics involved, etc. (integration with outside Helpdesk such as ZenDesk)
• Help Desk Transaction Review via the ability to “shadow access the customer account”
• Recording of a transaction with appropriate controls
• Configuration for back office to set limits on approvals, workflow steps, integration

General User Stories

• As a Customer Support Representative (CSR), I want to be able view a client overview page so that I can see a summary of all the accounts they have opening.
• As a CSR, I want to be able to manually create a new customer account so that I can assist customers that weren't able to do it via the online or mobile channels.
• As a CSR, I want to be able to manually open a new loan account so that I can assist customers that weren't able to do it via the online or mobile channels.
• As a CSR, I want to be able to manually open a new transactional account so that I can assist customers that weren't able to do it via the online or mobile channels.
• As a CSR, I want to receive notifications so that I know when I need to take action on a certain account.
• As a CSR, I want to receive reminders so that I can proactively take action on customers I'm supporting.
• As a CSR, I want to view the details of a loan account so that I can help a customer troubleshoot and service his/her account.
• As a CSR, I want to view the details of a savings account so I can help a customer troubleshoot and service his/her account.
• As a CSR, I want to view a listing of all customer accounts and sort/filter them by status so I can find customers more quickly.
• As a CSR, I want to view a list of all customer accounts and search through them so I can drill down into individual customers.