2019 | Lead Designer | Contract at ElsewhenCapitalflow is a lending firm supporting small construction and agricultural businesses. They wanted to scale but were limited by tech infrastructure and ways of working. Whilst at agency Elsewhere, my team and I led Capitaflow through an careful, considerate digital transformation.
The Background
The company wanted to grow to double its €450 million (£375 million) lending figure – but underlying technology infrastructure and disjointed ways of working were holding them back.
Leadership wanted to make the leap to a bespoke digital customer service platform. They aimed to improve efficiency and set up for scaling, but didn’t want to lose the strong relationships their staff built with local business owners through in-person contact.
On a contract at agency Elsewhen, I was service designer on this project to scope and detail the new digital system, along with a developer and project manager.
The Work
Over three months mostly spent at Capitalflow in Dublin, we:
Conducted user interviews with all staff members to understand their roles, workflows, what they thought could be better and what shouldn’t be messed with.
Created a service blueprint to give leadership a single view of all their staff’s workflows, customer touchpoints and pain points. This included in-person, phone and digital interactions.
Workshopped system scope and target outcomes with company leadership, proposing a suitable architecture and roadmap for scaling. As many customers were in very rural areas, we had to consider poor connectivity and older devices in designing the new system.
Delivered a series of product concepts to show how the new user experience might work for staff and customers on different devices.
