Eden

Back Office System

"Eden" was a transformation project designed to overhaul iwoca’s archaic client management system.

Iwoca, a fintech firm based in London, provides credit facilities to small enterprises across the UK and Germany through an automated lending platform. The former system was marred by slow performance and unwieldy processes, significantly hampering the in-house team's efficiency. Spanning approximately a year, with a dedicated team of designers and developers, "Eden" sought to rectify these shortcomings and modernise the workflow.

Objectives

The central aim of "Eden" was to enhance the efficiency of the application procedure, substantially reducing the time taken to access crucial information thereby alleviating the workload of customer service agents, account managers, and credit analysts.  

Challenges

Constrained by a rapid release schedule, the team had to rely on more traditional testing methods to validate the new system. Moreover, the handling of sensitive data introduced additional intricacies, as crafting realistic testing scenarios proved to be a complex task.

Process

Research
Executing interviews and shadowing sessions, coupled with the analysis of client interactions, to gather actionable insights.

Ideation
Facilitating workshops prioritising features and obtaining direct inputs from end-users and the internal team.

Design & Prototyping
Developing various design iterations and testing these with end-users to collect feedback.

The proximity of the user base granted the team continuous access to users for instant feedback and information gathering.

Role

As the lead designer, I was at the helm of both the design and production processes. Collaborating closely with the technical programme manager and the lead engineer, I ensured the effective release of new features and updates. My comprehensive design of the platform and the creation of an extensive design system were central to the project's success.

Outcome

The solution was a complete system overhaul that significantly enhanced the user experience while maintaining familiarity to avoid disrupting the end-users. The result, "Eden," was met with resounding approval and substantially boosted our team's productivity.