Project Description
The chip card customers are tagged as delinquent when they hit the final payment date and go through it without making the payment. The number of the delinquency cycle (ranging from one to seven) explains how many months the customer did not pay their bill. It takes a total of seven billing cycles (7*30days=210 days) before DFS charge off an account. The purpose of the dashboard is to provide knowledge of the drop (the money DFS recovers from customers) against the original balance.
What could possibly happen when customers become delinquent?
What users had to say about their daily duties and pain-points?
Open File Drop Dashboard User insight
I estimate the goal of how much money I wanted them to collect each day based on the historical rate of change. We have to rely on manual estimation and manual estimation is less accurate.
Affinity Diagram
Recovery Drop Dashboard User Insight
I determine how good or bad the loss is at the final level of delinquency. During my research I want to know the detail about the numbers on the report, but I can’t as the POC information is missing. I do a-lot of my work manually using spreadsheets, and manual effort may lead to the scope of the human error.
I also share the Recovery drop (missed opportunity) estimation that comes after charge off. with the VP and directors. There are channel specific flash number that I tally, and let the VP and Director know about the accuracy of the flash prediction.
I also share the Recovery drop (missed opportunity) estimation that comes after charge off. with the VP and directors. There are channel specific flash number that I tally, and let the VP and Director know about the accuracy of the flash prediction.
The user research findings were allocated to three major categories to be fixed.
Design Solution
Prototype link
https://www.figma.com/proto/ZWpeGTSfSnE4PB9mQnFppCXB/Portfolio?page-id=10%3A58&type=design&node-id=1119-1913&viewport=-2324%2C169%2C0.07&t=NMYqgyNKEGwtCmxf-1&scaling=min-zoom&starting-point-node-id=1119%3A1913&mode=design
