Use Cases & Requirements

Welcome to the digital-bank-ui wiki!

Need for this Project

A new reference user interface on Fineract CN for staff of financial institutions such as digital, challenger, and neo-banks that focused on individual accounts is needed for multiple reasons:

1. The current fims-web-app reference UI on top of Fineract CN is incomplete, unpolished and doesn't serve as a good representation of capabilities of Fineract CN.
2. As more financial inclusion providers focus on individual lending and savings products and more digital banks/neo-banks and fintechs that don't have group or center-based operations explore Mifos and Fineract CN, we'd need to have a reference UI that is more in line with those requirements. We don't want prospective users to come and see the microfinance-centric UI and immediately think that the platform might not be useful for them.

Objectives and Assumptions

• Should support same customer management, product management, account/portfolio management and servicing that Mifos X Web App current supports but with a focus on individual accounts.
• Should support more procedures to enable staff to onboard and activate customer accounts being opened through self-service channels.
• Should enable staff to support more customer support operations for clients that operating purely remotely.
• Follow Angular Material guidelines but have a clean, simple, modern UI.
• Design should be flexible and modular in supporting the operations of different users and personas.
• Design should be more activity-driven and notification-based to empower staff to effectively perform their duties.

Digital-Bank Specific Use Cases

_These are operations that need to be supported for the staff of the financial institution.

• Use cases related to customer-facing self-service operations are tracked as part of our online and mobile banking apps.
• Likewise, the subsequent list details out the use cases that must be supported which are common with the Mifos X Web App but need to be designed with a focus on individual customer accounts._

Customer Account Creation

• A customer downloads an app and uses the App and information they have on hand to become a “member” of the bank or a customer of record. ** In the Back office interface, Customer Account Opening Workflow is monitored via screens showing number of apps downloaded, apps configured, logins attempted, information confirmed, etc. To support this, Configuration of Account Opening Workflow (which steps, which information, bot training, etc) Queue of customers awaiting manual approvals with workflow configuration Customers make payments, do transfers to other accounts, set up auto-payments and do other financial transaction configurations Back office personnel see various reports of customer activity, system auto-detects anomalous activity, and can flag certain activities Generate the SAR (suspicious activity reports required by the banking supervisory institutions) Generate risk compliance report according to requirements of internal audit and risk compliance office Requires a configuration screen for setting anomalous activity settings or integration with third party app that does this function Customers are able to access different products with different terms on a promotional or regular basis Back office configures a Product and its terms Back office configures how the product would appear on a screen within an advert window including upload of graphics Back office promotes from preview to active the product offering on the platform for a specified offering period Personnel at the Bank are able to manage the overall portfolio at the bank Generate Portfolio at Risk Reports Show dashboards of customers, customers, aging of portfolio, balance sheet, etc. Dashboard needs the capability to drill down Capability for searching across all branches, products, customers, etc. A customer contacts the help desk and needs assistance with password reset, account opening, or transactions on their account. A bot is able to put them into the right help desk area. Customer Help Desk Monitor - generates statistics on how many helped, topics involved, etc. (integration with outside Helpdesk such as ZenDesk) Help Desk Transaction Review via the ability to “shadow access the customer account” Recording of a transaction with appropriate controls Configuration for back office to set limits on approvals, workflow steps, integration