Example Reflection – Visualization

Challenge

I work as a Business Analyst in a vendor company which develop Loan System (retail/ corporate banking  system) for Bank. Developer had built the base system since 10 years ago and some bank are using that  system since 10 years ago. Hence, our challenge is to improve the existing system workflow and build a  new workflow if new bank policy or new product launch from time to time. The improving of system  workflow will improve the bank officers (users) working turnaround time, hence, bank officers can work  more efficiency and this will help to increase their KPI as well as the banking products sale. What is  banking products? For Loan Origination System, the example of banking product will be Mortgage Loan,  Credit Card, Car Loan, Personal Loan and etc. What is system workflow? The workflow is the activities/  stages that bank officers do for loan application. For example, from data entry  loan amount  recommendation   approve loan amount  documentation  disbursement of loan amount.

Selection

Loan system involve many group of users, eg. sale team, processing officer, recommended officer,  approving officer, disbursement officer, and etc. Each group of user have different task, different  process, and different requirement. In order let all the users have a clear and better understanding of  the existing and “to-be” system workflow, we choose Visualization tools. It is a tools that help us on  identifying the problem, discuss problem with different group of users, organizing the existing flow and  “to-be” flow and present the flow to our users.

Application

To improve the existing system workflow, we would like to identifying and understanding the problem  of existing system. The first thing we do is to use Visio to draw the existing system workflow by using the  Process Flow Diagram based on the previous document and the current system behavior. This is because  the existing document is not updated when there is small enhancement on the system workflow from  time to time.

After that, we conduct an interview session with different group of users on the system experience and  their comments on the existing system. For this activity, around 3-4 participants to represent one group.  Example, 3 person from sales team, 3 person from recommendation officer and etc. Besides, we used  the ethnographic approach which is Journey Mapping tool. We stepped in to their office (different  department for different group of users), follow users and observe the whole banking loan process.

From the existing process flow, interviewing, and observation, we found that, many customer apply  credit card during roadshow, and customer need to fill in the physical application form. Sale person only

create application in the Loan System after they go back to office. It is not convenient and use lot of time  to create the application one by one and fill in all the data from physical application form to Loan  System. Besides, for example housing loan, some of the customer would like to apply loan from  different bank and check the interest rate that bank provide, hence, customers possible to request users   to cancel and reactivate the application in the Loan System again and again.

After gather all this information, we propose to build an android and IOS version loan app that can  integrate to the existing Loan system. Hence, sales team able to let customer fill in the loan application  form via the tablet/ipad during the roadshow. Hence, it reduce the burden of sales person, so that sales  person no need to go back office and create the application in desktop. Besides, we enhance the flow by  including the cancel-reactivate and reject-reinstate process. To present the “to-be” flow, we draw a “to- be” Process Flow Diagram. We present it to different group of users in the same meeting. Through the  process visualization, they have a clear and better understanding of the “to-be” system workflow and  the differences of existing and “to-be” process. Based on the new flow they provide their concern and  ideas.

Insight

Visualization of Process Flow Diagram chart is prefect as to define the problem and from there, we  analyze the existing solution and optimize it. As this is a large system, we found that we able to translate  the complicated workflow into a Detail Process Flow Diagram. Since it is large system and involve many  group of users, Detail Process Flow Diagram is better than a high level Process Flow Diagram. Different  action selected by different group of users able to route the application to different post-stages/flow.  Then the user assigned to that post stages will proceed the necessary action. Example, from Simple Data  Entry stage, users can route application to Pending Recommendation Stage, then the Recommendation  Officer who assigned to handle the application will do the necessary checking, recommend the loan  amount, and route the application to Pending Approval stage for Approving Officer. All these can be  done by the Detail Process Flow Diagram. Users able to have an overall view on how the system work.  When we discuss and present the “to-be” Detail Process Flow Diagram, users able to understand the  whole process and help to point out the unnecessary steps or gaps and we can improve that.

Approach

Given that the Loan System include many groups of users and different group of user need to handle  different process, hence, the visualization via Detail Process Flow Diagram is the appropriate tool. As  previous mentioned, we able to translate the complicated Loan system flow into Process Flow Diagram.  From there, we check what the existing problem is. Besides, we also found the current issue via  interviewing, and observation in the real working environment. After that, we present our propose  solution via the Detail Process Flow Diagram. We can discuss and review the flow together with different  group of user and improve the flow to remove the unnecessary steps or gaps after discussion. We will  then provide the details functional specification and develop the system based on the new Detail

Process Flow Diagram once everything confirmed and agreed. In future, we will still use this visualization  tools to design those complicated system.


Example Reflection – Visualization Challenge I work as a Business Analyst in a vendor company which develop Loan System ( retail/ corporate banking system ) for Bank . Developer had built the base system since 10 years ago and some bank are using that system since 10 years ago . Hence , our challenge is to improve the existing system workflow and build a new workflow if new bank policy or new product launch from time to time . The improving of system workflow will improve the bank officers ( users ) working turnaround time , hence , bank officers can work more efficiency and this will help to increase their KPI as well as the banking products sale . What is banking products ? For Loan Origination System , the example of banking product will be Mortgage Loan , Credit Card , Car Loan , Personal Loan and etc . What is system workflow ? The workflow is the activities/ stages that bank officers do for loan application . For example , from data entry  loan amount recommendation  approve loan amount  documentation  disbursement of loan amount . Selection Loan system involve many group of users , eg . sale team , processing officer , recommended officer , approving officer , disbursement officer , and etc . Each group of user have different task , different process , and different requirement . In order let all the users have a clear and better understanding of the existing and “ to - be ” system workflow , we choose Visualization tools . It is a tools that help us on identifying the problem , discuss problem with different group of users , organizing the existing flow and “ to - be ” flow and present the flow to our users . Application To improve the existing system workflow , we would like to identifying and understanding the problem of existing system . The first thing we do is to use Visio to draw the existing system workflow by using the Process Flow Diagram based on the previous document and the current system behavior . This is because the existing document is not updated when there is small enhancement on the system workflow from time to time . After that , we conduct an interview session with different group of users on the system experience and their comments on the existing system . For this activity , around 3 - 4 participants to represent one group . Example , 3 person from sales team , 3 person from recommendation officer and etc . Besides , we used the ethnographic approach which is Journey Mapping tool . We stepped in to their office ( different department for different group of users ) , follow users and observe the whole banking loan process . From the existing process flow , interviewing , and observation , we found that , many customer apply credit card during roadshow , and customer need to fill in the physical application form . Sale person only create application in the Loan System after they go back to office . It is not convenient and use lot of time to create the application one by one and fill in all the data from physical application form to Loan System . Besides , for example housing loan , some of the customer would like to apply loan from different bank and check the interest rate that bank provide , hence , customers possible to request users to cancel and reactivate the application in the Loan System again and again . After gather all this information , we propose to build an android and IOS version loan app that can integrate to the existing Loan system . Hence , sales team able to let customer fill in the loan application form via the tablet / ipad during the roadshow . Hence , it reduce the burden of sales person , so that sales person no need to go back office and create the application in desktop . Besides , we enhance the flow by including the cancel - reactivate and reject - reinstate process . To present the “ to - be ” flow , we draw a “ to- be ” Process Flow Diagram . We present it to different group of users in the same meeting . Through the process visualization , they have a clear and better understanding of the “ to - be ” system workflow and the differences of existing and “ to - be ” process . Based on the new flow they provide their concern and ideas . Insight Visualization of Process Flow Diagram chart is prefect as to define the problem and from there , we analyze the existing solution and optimize it . As this is a large system , we found that we able to translate the complicated workflow into a Detail Process Flow Diagram . Since it is large system and involve many group of users , Detail Process Flow Diagram is better than a high level Process Flow Diagram . Different action selected by different group of users able to route the application to different post - stages / flow . Then the user assigned to that post stages will proceed the necessary action . Example , from Simple Data Entry stage , users can route application to Pending Recommendation Stage , then the Recommendation Officer who assigned to handle the application will do the necessary checking , recommend the loan amount , and route the application to Pending Approval stage for Approving Officer . All these can be done by the Detail Process Flow Diagram . Users able to have an overall view on how the system work . When we discuss and present the “ to - be ” Detail Process Flow Diagram , users able to understand the whole process and help to point out the unnecessary steps or gaps and we can improve that . Approach Given that the Loan System include many groups of users and different group of user need to handle different process , hence , the visualization via Detail Process Flow Diagram is the appropriate tool . As previous mentioned , we able to translate the complicated Loan system flow into Process Flow Diagram . From there , we check what the existing problem is . Besides , we also found the current issue via interviewing , and observation in the real working environment . After that , we present our propose solution via the Detail Process Flow Diagram . We can discuss and review the flow together with different group of user and improve the flow to remove the unnecessary steps or gaps after discussion . We will then provide the details functional specification and develop the system based on the new Detail Process Flow Diagram once everything confirmed and agreed . In future , we will still use this visualization tools to design those complicated system .