Fiserv FirstVision - SaaS Dashboard

Every bank or fintech needs to have a card processor to perform activities such as issuing bills, running transaction processes and providing customer service to cardholders and establishments. Some institutions have their own processors and others outsource this service by “renting” a processing infrastructure. With over 40 years in the market, VisionPLUS® is Fiserv’s card processor and customer service.

👉The software was difficult to navigate, without a friendly graphical interface and with a command line terminal appearance. 👉 Lack of knowledge about the user 👉 The software did not have defined information architecture, causing disorganization on screens and confusion for the user 👉 High product complexity making team training very difficult and long (6 months) 👉 Users dissatisfied with the product experience

👉 Through the interviewed profiles, three Personas were defined: Customer Service, Fraud Agent and Supervisor. 👉 These Personas helped to empathize with the specific problems of each profile. 👉 Visualizing the personas reduced the time of discussions and debates in meetings, helping to increase focus on user needs.

👉 Identification of the stages that the user goes through within the platform. 👉 Visualization of opportunities and pain points to work on user needs. 👉 Discovery of tasks and responsibilities assigned to each profile. Identification and mapping of the points where the flows begin and also where they end.

Through the Sitemap, the pages that already existed, the sub-pages, and the functionalities within each one were identified. In this way, it was possible to have a broad vision of the information contained in VisionPlus.

Carrying out an Information Architecture study was essential at the moment of developing a new Dashboard. Each item was investigated, cataloging its functions and importance, grouping, organizing and defining what would be more important to be shown – and in what order.

After the research, I was responsible for developing a new Dashboard. I could rely on the Design Critique of the entire internal UX team and suggestions from the stakeholders.