Ashiri (Coordinator dashboard)
Re-imagining the dashboard for Coordinators, to provide better experiences
Introduction
Introduction
Ashiri is providing services to thrift collectors allowing them to keep better records on their daily transactions and helping them scale their operations in the process. In thrift collection there are Coordinators, Agents and Members. The Coordinator manages the agents and also can carry out some actions of the agent, for this we designed a Dashboard. The coordinator dashboard is an interface which allows a Coordinator to manage his field agents more efficiently, by seeing their transactions, seeing customers they manage. The goal of the dashboard is to provide an overview and keep the Coordinator in the loop of things that happening on a day to day.
Ashiri is providing services to thrift collectors allowing them to keep better records on their daily transactions and helping them scale their operations in the process. In thrift collection there are Coordinators, Agents and Members. The Coordinator manages the agents and also can carry out some actions of the agent, for this we designed a Dashboard. The coordinator dashboard is an interface which allows a Coordinator to manage his field agents more efficiently, by seeing their transactions, seeing customers they manage. The goal of the dashboard is to provide an overview and keep the Coordinator in the loop of things that happening on a day to day.
My role
My role
Product designer
Product designer
A/B testing
A/B testing
User research
The problem
The problem
Imagine you a coordinator, that manages 30 Agents, and these agents have 50 customers each, and you have to know what is going on with these people on a day to day, but the way you do this is through books and cards. It is not the most effective way to manage records, it might be old and effective, but it is slow, and there is possibly always data loss.
Imagine you a coordinator, that manages 30 Agents, and these agents have 50 customers each, and you have to know what is going on with these people on a day to day, but the way you do this is through books and cards. It is not the most effective way to manage records, it might be old and effective, but it is slow, and there is possibly always data loss.
The solution
The solution
The solutions of Ashiri include the Agent app, the Coordinator dashboard. The dashboard was designed and developed to be intuitive and easy to use. The process of digitizing the process for the coordinators was to create speed, and efficiency.
The solutions of Ashiri include the Agent app, the Coordinator dashboard. The dashboard was designed and developed to be intuitive and easy to use. The process of digitizing the process for the coordinators was to create speed, and efficiency.
The MVP
The MVP
The Version 1, I would call it was designed and launched, but before we got here we had to do some background work.
The Version 1, I would call it was designed and launched, but before we got here we had to do some background work.
Research
Research
Some of the insights we got was to test the hypothesis that we were working on, and some of the hypothesis include
Some of the insights we got was to test the hypothesis that we were working on, and some of the hypothesis include
The current process for Coordinators is slow.
The current process is liable to loss of data, and also missing records.
It is currently tedious for the bigger Coodinators to manage a lot of agents at the same time.
The current process for Coordinators is slow.
The current process is liable to loss of data, and also missing records.
It is currently tedious for the bigger Coodinators to manage a lot of agents at the same time.
User interviews
User interviews
After performing some interviews with some coodinators in Abeokuta, we found these out
After performing some interviews with some coodinators in Abeokuta, we found these out
The Coodinators have been using this process fro a long time and it is the only way they know how
They are also open to new technology, which would help them carry more actions easier.
We also confirmed that the their current process was tedious and time consuming to carry out on a day to day basis.
We found out the kind of actions they would like to have on the dashboard.
The Coodinators have been using this process fro a long time and it is the only way they know how
They are also open to new technology, which would help them carry more actions easier.
We also confirmed that the their current process was tedious and time consuming to carry out on a day to day basis.
We found out the kind of actions they would like to have on the dashboard.
The insights gotten from this led to design and development of the Version of the Coordinator dashboard.
The insights gotten from this led to design and development of the Version of the Coordinator dashboard.
Dashboard
Dashboard
The dashboard helps the coordinator show all that is happening on a day to day, with agents and customers as well
The dashboard helps the coordinator show all that is happening on a day to day, with agents and customers as well
Collections
Collections
The agents perform collections from customers, there was a module on the coordinators dashboard that monitored these collections.
The agents perform collections from customers, there was a module on the coordinators dashboard that monitored these collections.
Disbursements
Disbursements
A disbursement is the process of giving a customer their savings with the business back, this action was carried out by the agent, but was monitored by the coordinator.
A disbursement is the process of giving a customer their savings with the business back, this action was carried out by the agent, but was monitored by the coordinator.
Agents
Agents
The coordinator could see all the agents that were being managed and the details of those agents, being able to add and remove those agents as well.
The coordinator could see all the agents that were being managed and the details of those agents, being able to add and remove those agents as well.
The redesign
The redesign
After a couple of months, the initial MVP was being used by the coordinators, some members of the team including me traveled to Abeokuta to meet with some users and also demo for possible prospects. During the interviews we had with our users, a couple of things were discovered which drove the decisions leading to a redesign.
After a couple of months, the initial MVP was being used by the coordinators, some members of the team including me traveled to Abeokuta to meet with some users and also demo for possible prospects. During the interviews we had with our users, a couple of things were discovered which drove the decisions leading to a redesign.
Some of the problems the coordinators complained about include
Some of the problems the coordinators complained about include
Not being able to track the customers that an agent has
They couldn't see all the metrics that they needed to see on the dashboard
They could not differentiate the different paths through collections and disbursements were being made
The coordinators also wanted the ability to add customers which they could directly manage.
Not being able to track the customers that an agent has
They couldn't see all the metrics that they needed to see on the dashboard
They could not differentiate the different paths through collections and disbursements were being made
The coordinators also wanted the ability to add customers which they could directly manage.
Iterating on the existing design
Iterating on the existing design
Dashboard
Dashboard
To attend to some of the issues the redesign of the dashboard addressed the need to see the multiple points of disbursements and collections, which were cash and bank transfers.
To attend to some of the issues the redesign of the dashboard addressed the need to see the multiple points of disbursements and collections, which were cash and bank transfers.
Customers
Customers
A couple of things were done on the customers module for the redesign
A couple of things were done on the customers module for the redesign
The agent could now add customers themselves and assign agents to these customers
They could see the details and transactions of these customers with more detail of their transactions
The agent could now add customers themselves and assign agents to these customers
They could see the details and transactions of these customers with more detail of their transactions
Filters
Filters
Something that was also pointed out by the coordinators was being able to filter down to customer or agent, to find items , agents or customers.
Something that was also pointed out by the coordinators was being able to filter down to customer or agent, to find items , agents or customers.
Agents
Agents
The agents were also given the ability to see agents, with more details under the agent, such as the customers this agent has, and transaction details of the agent
The agents were also given the ability to see agents, with more details under the agent, such as the customers this agent has, and transaction details of the agent
Things I learned on the way
Things I learned on the way
Try to test as much as possible, this will keep you at the forefront of the problems that are existing
Find ways to talk to your users, they change and you might attending to needs that are probably not as important anymore, so it is always best to communicate with users and see how they interact with the solution you have provided
Try to test as much as possible, this will keep you at the forefront of the problems that are existing
Find ways to talk to your users, they change and you might attending to needs that are probably not as important anymore, so it is always best to communicate with users and see how they interact with the solution you have provided
Results and impact
Total collection and disbursement volume
NGN4M+
Total number of collections & disbursments
700+