The product Bank Mandiri is digitizing transaction processes at its branches
The business challenge Bank Mandiri is leading the way in promoting digital banking by moving traditional transaction methods to online platforms. With its integration of Livin' and Kopra, the bank ensures a smooth and user-friendly digital experience for its customers.
My role as a Senior UI/UX Designer, to ensure a smooth transition, take the time to get familiar with the standard procedures and processes at Bank Mandiri and BI. Break down the requirements to create user flows that align with the intended experience. Make sure the entire transaction process, from registration to backup, is connected seamlessly. Don't forget to address any behavioral issues or pain points along the way.
Banking : Smart Branch Delivery System
Integration System
Integrated Platform: Bank Mandiri is moving away from traditional branch processes and embracing digital ones.
By integrating the old system with the core system, all of the bank's channels are now connected, making everything work smoothly together.
Bank Mandiri is making in-branch transactions more seamless for customers. When visiting a branch, customers can easily sign up through an e-form or get in line via Livin'. During the transaction, they'll work directly with a teller using a device that mirrors their actions (so the teller can see exactly what the customer does) and all data will be transmitted in real time to both the branch's back office and the central system for smooth processing.
Eform
General Banking
User Identification
When designing the new workflow, Bank Mandiri categorized customers into four groups: new customers making their first transaction at a digital branch, existing customers who are trying the digital branch for the first time, existing customers who are already familiar with digital transactions, and non-customers who are transacting at the Bank Mandiri.
E-form
To complete a transaction, the customer simply fills out a form on the tablet. The information is then instantly synced with both the general banker’s tablet and the back office for seamless processing.
Get a queue number.
Transaction summary
Confirmation
Once all transactions are completed, a summary will be shown for you to confirm the details. If everything looks good and is confirmed, a queue number will be generated for the general banker to process the transaction.
Generate Line
Get a queue number.
Transaction summary
Confirmation
Once all transactions are completed, a summary will be shown for you to confirm the details. If everything looks good and is confirmed, a queue number will be generated for the general banker to process the transaction.
Generate Line
Transfer Method
Help users choose the best transfer method by showing clear information on the total amount and estimated processing time to guide their choices.
Transaction
Reduce the amount of data users need to enter by using autofill and default values whenever possible.
Receiver
The user's selection will be displayed as a category in the data
Sender
For certain transactions, user data will be required. Please provide the necessary information when prompted
Confirmation
General Banker - Tablet
During the transaction, a general banker or teller will help the customer confirm the details. Both the customer and the banker can see the same information on their screens in real-time, creating a mirrored experience. However, the banker’s screen is mostly for viewing the information, while the customer’s screen allows them to take action and confirm the transaction. Every screen have a timer to track how long each transaction takes, helping ensure efficient service.
General Banker
Make sure the data is accurate and complete. In some cases, the bank may need to provide confirmation.
Customer
Customers should double-check and confirm their transactions before moving forward.
Backoffice
Create a strong back-office system to store and manage both financial and non-financial transaction data. Set up user-specific access controls to ensure that only authorized managers can view and access this information.
Customer Complaints
The system carefully reviews all complaints, and officers will promptly address any issues that are raised.
Bank Mandiri is helping customers build digital habits by transitioning traditional branch processes to digital ones. These new digital processes are seamlessly integrated with Livin' and Kopra, making banking more convenient and accessible.
1st timer : New user, 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
Variant of Transaction
Flow at Digital Branch
1st timer : Existing user 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
2st timer : Existing user, transaction familiar with digital branch
Since the customer has made a transaction before, their details can be autofilled for convenience.
Non-customer who transaction at Bank Mandiri
Non-customers have limited access to transactions.
Financial Transaction
Non Financial Transaction
Mirror Experience
Data Saving
Banking Transaction
E-form
user regist at branch
user booked by Online
Branch Backoffice
doc. all transaction
branch operational
maintain transaction of bank
bank operational
General Banker
check transaction
confirm transaction
Customer
confirm transaction
1st timer : New user, 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
Variant of Transaction
Flow at Digital Branch
1st timer : Existing user 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
2st timer : Existing user, transaction familiar with digital branch
Since the customer has made a transaction before, their details can be autofilled for convenience.
Non-customer who transaction at Bank Mandiri
Non-customers have limited access to transactions.
Financial Transaction
Non Financial Transaction
Mirror Experience
Data Saving
Banking Transaction
E-form
user regist at branch
user booked by Online
Branch Backoffice
doc. all transaction
branch operational
maintain transaction of bank
bank operational
General Banker
check transaction
confirm transaction
Customer
confirm transaction
Audit Trail
Get a complete understanding of customer data and transaction history. Use the system to monitor transactions and collaborate with officers whenever additional assistance is needed
Remise
Make sure funds are delivered accurately and on time between headquarters and branches. Regularly reconcile physical cash with system records to keep everything consistent.
Banking : Smart Branch Delivery System
Bank Mandiri is helping customers build digital habits by transitioning traditional branch processes to digital ones. These new digital processes are seamlessly integrated with Livin' and Kopra, making banking more convenient and accessible.
Integration System
Integrated Platform: Bank Mandiri is moving away from traditional branch processes and embracing digital ones.
By integrating the old system with the core system, all of the bank's channels are now connected, making everything work smoothly together.
Bank Mandiri is making in-branch transactions more seamless for customers. When visiting a branch, customers can easily sign up through an e-form or get in line via Livin'. During the transaction, they'll work directly with a teller using a device that mirrors their actions (so the teller can see exactly what the customer does) and all data will be transmitted in real time to both the branch's back office and the central system for smooth processing.
Eform
General Banking
User Identification
When designing the new workflow, Bank Mandiri categorized customers into four groups: new customers making their first transaction at a digital branch, existing customers who are trying the digital branch for the first time, existing customers who are already familiar with digital transactions, and non-customers who are transacting at the Bank Mandiri.
1st timer : New user, 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
1st timer : Existing user, 1st time transaction with digital branch
Customers are guided to register and verify their information, and once that's done, they'll receive a queue number.
2st timer : Existing user, transaction familiar with digital branch
Since the customer has made a transaction before, their details can be autofilled for convenience.
Non-customer who transaction at Bank Mandiri
Non-customers have limited access to transactions.
Variant of Transaction
Flow at Digital Branch
Financial Transaction
Non Financial Transaction
Mirror Experience
Data Saving
Banking Transaction
E-form
user regist at branch
user booked by Online
Branch Backoffice
doc. all transaction
branch operational
maintain transaction of bank
bank operational
General Banker
check transaction
confirm transaction
Customer
confirm transaction
E-form
To complete a transaction, the customer simply fills out a form on the tablet. The information is then instantly synced with both the general banker’s tablet and the back office for seamless processing.
Get a queue number.
Generate Line
Transaction summary
Confirmation
Once all transactions are completed, a summary will be shown for you to confirm the details. If everything looks good and is confirmed, a queue number will be generated for the general banker to process the transaction.
Transfer Method
Help users choose the best transfer method by showing clear information on the total amount and estimated processing time to guide their choices.
Transaction
Reduce the amount of data users need to enter by using autofill and default values whenever possible.
Receiver
The user's selection will be displayed as a category in the data
Sender
For certain transactions, user data will be required. Please provide the necessary information when prompted
Confirmation
General Banker - Tablet
During the transaction, a general banker or teller will help the customer confirm the details. Both the customer and the banker can see the same information on their screens in real-time, creating a mirrored experience. However, the banker’s screen is mostly for viewing the information, while the customer’s screen allows them to take action and confirm the transaction. Every screen have a timer to track how long each transaction takes, helping ensure efficient service.
General Banker
Make sure the data is accurate and complete. In some cases, the bank may need to provide confirmation.
Customer
Customers should double-check and confirm their transactions before moving forward.
Backoffice
Create a strong back-office system to store and manage both financial and non-financial transaction data. Set up user-specific access controls to ensure that only authorized managers can view and access this information.
Audit Trail
Get a complete understanding of customer data and transaction history. Use the system to monitor transactions and collaborate with officers whenever additional assistance is needed
Customer Complaints
The system carefully reviews all complaints, and officers will promptly address any issues that are raised.
Remise
Make sure funds are delivered accurately and on time between headquarters and branches. Regularly reconcile physical cash with system records to keep everything consistent.
The product Bank Mandiri is digitizing transaction processes at its branches
The business challenge Bank Mandiri is leading the way in promoting digital banking by moving traditional transaction methods to online platforms. With its integration of Livin' and Kopra, the bank ensures a smooth and user-friendly digital experience for its customers.
My role as a Senior UI/UX Designer, to ensure a smooth transition, take the time to get familiar with the standard procedures and processes at Bank Mandiri and BI. Break down the requirements to create user flows that align with the intended experience. Make sure the entire transaction process, from registration to backup, is connected seamlessly. Don't forget to address any behavioral issues or pain points along the way.
PT Bank Mandiri (Persero) Tbk
Banking
Full time
Hybrid
Aug 2021 - Aug 2022
PT Bank Mandiri (Persero) Tbk
Banking
Full time
Hybrid
Aug 2021 - Aug 2022
PT Bank Mandiri (Persero) Tbk
Banking
Full time
Hybrid
Aug 2021 - Aug 2022