Case Study
SCF Customer Portal
Enabling self-service for SME lending by simplifying complex financial workflows and reducing dependency on Relationship Managers.
Overview
```This project focused on transforming a Relationship Manager–dependent system into a scalable self-service platform for SME users to manage loans, transactions, and service requests independently.
```Problem
```Customers relied heavily on Relationship Managers to access even basic financial information, leading to delays, inefficiencies, and lack of transparency.
- High dependency on Relationship Managers
- No real-time access to data
- Manual workflows and delays
- Lack of transparency
Key Insight
```The problem was not lack of features, but lack of structured and accessible information.
Users didn’t need more tools—they needed clarity, visibility, and control over their financial data.
```Solution
```Unified Dashboard
Snapshot of loans, limits, and liabilities
Structured Loan Views
Clear hierarchy of financial data
Transactions & Reports
Instant access and downloads
Service Requests
Raise and track queries easily
Key Design Decisions
```Problem: Complex financial data
Decision: Card-based dashboard
Impact: Improved readability
Problem: RM dependency
Decision: Self-service workflows
Impact: Reduced operational load
Problem: Fragmented journey
Decision: Unified platform
Impact: Faster task completion
Impact
```- Reduced dependency on Relationship Managers
- Faster access to financial data
- Improved user efficiency
- Reduced support requests
Reflection
```This project highlights how simplifying workflows and structuring information can transform complex enterprise systems into scalable, user-friendly experiences.
```