Ziv LazarZiv Lazar
UX Product Design

FCA — Application Process Clarity

Helping firms track the progress of their applications

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Project Background

The Financial Conduct Authority is a non-governmental regulator, responsible for advising the public and monitoring organisations that offer lending and finance. Applications processing could take a year. FCA wanted to improve the customer experience by improving the application process, saving time and reducing calls to the contact centre.

My Role

I led a small team of UX/UI, research and visual designers while managing business alignment — shifting the organisation's perspective from internally-focused to one that values user-focused solutions.

Challenge

Improve the user experience and help firms track the progress of applications submitted for approval to conduct financial activities.

Strategic Goals

  • —Create visibility without revealing background activities
  • —Enhance user knowledge about processing timeframes
  • —Reduce contact centre calls through self-service

Design Goals

  • —Task-oriented user journeys
  • —Clear signposting and step-by-step information
  • —Natural language communication
  • —Inclusive design and accessibility
Experience Map for a firm's applicant
Example of an Experience Map for a firm's applicant
Co-design workshop with internal staff
Example of a Design Thinking workshop with internal staff
FCA Service Blueprint
Example of a Service Blueprint for a firm's applicant
Dashboard for a consultant managing several firms' applications
Dashboard for a consultant who manages several firms' applications
Progress indication screen for an applicant
Progress indication screen for an applicant who manages a firm's application

Outcome

The product was delivered successfully and on time. Once we made the case for user-centred design, we became involved with additional FCA projects, which led to the redesign of FCA Register — another important public-facing service.

"Thank you very much for the demo yesterday which gave me the confidence I need as well as being very impressed by the UI and the functionality we can now provide to our customers. Feedback has been universally positive with many people excited at the future potential to further extend the site."

— Steve, FCA Product Owner