powers
of attorney
alfa-bank
product designer
powers
of attorney
alfa-bank
product designer
powers
of attorney
alfa-bank
product designer
powers
of attorney
alfa-bank
product designer
powers
of attorney
alfa-bank
product designer
about
project
Digital power of attorney for couriers in business banking
The service enables companies to create, manage, and revoke digital powers of attorney for couriers directly in online banking. Company owners and sole proprietors can control permissions and validity periods, reducing errors during branch visits and saving time on operational tasks.
VOC score (out of 5)
4,81
Reduction in negative feedback
30%
Switched to digital PoA
70%
Successful signing rate
83%
my role
I researched the paper power of attorney process, identified the main user problems, and redesigned the flow into a simple, secure, and fully online experience.
problems
• The electronic format of the power of attorney was not available. • Couriers often arrived with incorrect paper documents. • Operations were delayed because documents had to be checked manually. • Manual checks increased workload for branch managers. • Frequent paper errors caused client frustration.
business goals
• Enable clients to issue, update, and revoke courier authorizations online • Reduce delays and manual work by removing paper document checks • Decrease the number of errors caused by incorrect paper forms • Improve client experience and trust with a clear and secure digital process
actions
• Identified user pain points by analyzing the paper process • Designed the full flow for creating, updating, and revoking authorizations • Created the first digital interface focused on clarity and security • Refined the flow through user testing with the product team
results
• −80% document verification time (from 5 min to 1 min) • 70% of users switched to electronic powers of attorney after launch • −30% negative feedback on the process • −24% error rate in powers of attorney
about
project
Digital power of attorney for couriers in business banking
The service enables companies to create, manage, and revoke digital powers of attorney for couriers directly in online banking. Company owners and sole proprietors can control permissions and validity periods, reducing errors during branch visits and saving time on operational tasks.
VOC score (out of 5)
4,81
Reduction in negative feedback
30%
Switched to digital PoA
70%
Successful signing rate
83%
my role
I researched the paper power of attorney process, identified the main user problems, and redesigned the flow into a simple, secure, and fully online experience.
problems
• The electronic format of the power of attorney was not available. • Couriers often arrived with incorrect paper documents. • Operations were delayed because documents had to be checked manually. • Manual checks increased workload for branch managers. • Frequent paper errors caused client frustration.
business goals
• Enable clients to issue, update, and revoke courier authorizations online • Reduce delays and manual work by removing paper document checks • Decrease the number of errors caused by incorrect paper forms • Improve client experience and trust with a clear and secure digital process
actions
• Identified user pain points by analyzing the paper process • Designed the full flow for creating, updating, and revoking authorizations • Created the first digital interface focused on clarity and security • Refined the flow through user testing with the product team
results
• −80% document verification time (from 5 min to 1 min) • 70% of users switched to electronic powers of attorney after launch • −30% negative feedback on the process • −24% error rate in powers of attorney
about
project
Digital power of attorney for couriers in business banking
The service enables companies to create, manage, and revoke digital powers of attorney for couriers directly in online banking. Company owners and sole proprietors can control permissions and validity periods, reducing errors during branch visits and saving time on operational tasks.
VOC score (out of 5)
4,81
Reduction in negative feedback
30%
Switched to digital PoA
70%
Successful signing rate
83%
my role
I researched the paper power of attorney process, identified the main user problems, and redesigned the flow into a simple, secure, and fully online experience.
problems
• The electronic format of the power of attorney was not available. • Couriers often arrived with incorrect paper documents. • Operations were delayed because documents had to be checked manually. • Manual checks increased workload for branch managers. • Frequent paper errors caused client frustration.
business goals
• Enable clients to issue, update, and revoke courier authorizations online • Reduce delays and manual work by removing paper document checks • Decrease the number of errors caused by incorrect paper forms • Improve client experience and trust with a clear and secure digital process
actions
• Identified user pain points by analyzing the paper process • Designed the full flow for creating, updating, and revoking authorizations • Created the first digital interface focused on clarity and security • Refined the flow through user testing with the product team
results
• −80% document verification time (from 5 min to 1 min) • 70% of users switched to electronic powers of attorney after launch • −30% negative feedback on the process • −24% error rate in powers of attorney
about
project
Digital power of attorney for couriers in business banking
The service enables companies to create, manage, and revoke digital powers of attorney for couriers directly in online banking. Company owners and sole proprietors can control permissions and validity periods, reducing errors during branch visits and saving time on operational tasks.
VOC score (out of 5)
4,81
Reduction in negative feedback
30%
Switched to digital PoA
70%
Successful signing rate
83%
my role
I researched the paper power of attorney process, identified the main user problems, and redesigned the flow into a simple, secure, and fully online experience.
problems
• The electronic format of the power of attorney was not available. • Couriers often arrived with incorrect paper documents. • Operations were delayed because documents had to be checked manually. • Manual checks increased workload for branch managers. • Frequent paper errors caused client frustration.
business goals
• Enable clients to issue, update, and revoke courier authorizations online • Reduce delays and manual work by removing paper document checks • Decrease the number of errors caused by incorrect paper forms • Improve client experience and trust with a clear and secure digital process
actions
• Identified user pain points by analyzing the paper process • Designed the full flow for creating, updating, and revoking authorizations • Created the first digital interface focused on clarity and security • Refined the flow through user testing with the product team
results
• −80% document verification time (from 5 min to 1 min) • 70% of users switched to electronic powers of attorney after launch • −30% negative feedback on the process • −24% error rate in powers of attorney
about
project
Digital power of attorney for couriers in business banking
The service enables companies to create, manage, and revoke digital powers of attorney for couriers directly in online banking. Company owners and sole proprietors can control permissions and validity periods, reducing errors during branch visits and saving time on operational tasks.
VOC score (out of 5)
4,81
Reduction in negative feedback
30%
Switched to digital PoA
70%
Successful signing rate
83%
my role
I researched the paper power of attorney process, identified the main user problems, and redesigned the flow into a simple, secure, and fully online experience.
problems
• The electronic format of the power of attorney was not available. • Couriers often arrived with incorrect paper documents. • Operations were delayed because documents had to be checked manually. • Manual checks increased workload for branch managers. • Frequent paper errors caused client frustration.
business goals
• Enable clients to issue, update, and revoke courier authorizations online • Reduce delays and manual work by removing paper document checks • Decrease the number of errors caused by incorrect paper forms • Improve client experience and trust with a clear and secure digital process
actions
• Identified user pain points by analyzing the paper process • Designed the full flow for creating, updating, and revoking authorizations • Created the first digital interface focused on clarity and security • Refined the flow through user testing with the product team
results
• −80% document verification time (from 5 min to 1 min) • 70% of users switched to electronic powers of attorney after launch • −30% negative feedback on the process • −24% error rate in powers of attorney
discovery
Understanding how companies issue and manage powers of attorney
We analyzed real workflows with a UX researcher, gathered feedback from managers, and identified barriers that slowed down the process. Insights from this study guided the new design, reducing time and errors while improving overall clarity.
discovery
Understanding how companies issue and manage powers of attorney
We analyzed real workflows with a UX researcher, gathered feedback from managers, and identified barriers that slowed down the process. Insights from this study guided the new design, reducing time and errors while improving overall clarity.
discovery
Understanding how companies issue and manage powers of attorney
We analyzed real workflows with a UX researcher, gathered feedback from managers, and identified barriers that slowed down the process. Insights from this study guided the new design, reducing time and errors while improving overall clarity.
discovery
Understanding how companies issue and manage powers of attorney
We analyzed real workflows with a UX researcher, gathered feedback from managers, and identified barriers that slowed down the process. Insights from this study guided the new design, reducing time and errors while improving overall clarity.
discovery
Understanding how companies issue and manage powers of attorney
We analyzed real workflows with a UX researcher, gathered feedback from managers, and identified barriers that slowed down the process. Insights from this study guided the new design, reducing time and errors while improving overall clarity.
methodology:
• 7 participants from small businesses (owners and accountants) • In-depth interviews + usability testing (40–50 min each) • Observation of real branch scenarios and feedback collection
research goals:
• Understand how clients issue and manage courier powers of attorney in branches • Identify main pain points and process inefficiencies • Create a clear and digital flow to issue, edit, and revoke powers of attorney
key tasks:
• Study how users fill in and submit paper power of attorney forms • Analyze typical errors that force clients to return to branches • Gather feedback on what could make the process faster and easier • Define UX improvements to automate validation and reduce waiting time
methodology:
• 7 participants from small businesses (owners and accountants) • In-depth interviews + usability testing (40–50 min each) • Observation of real branch scenarios and feedback collection
research goals:
• Understand how clients issue and manage courier powers of attorney in branches • Identify main pain points and process inefficiencies • Create a clear and digital flow to issue, edit, and revoke powers of attorney
key tasks:
• Study how users fill in and submit paper power of attorney forms • Analyze typical errors that force clients to return to branches • Gather feedback on what could make the process faster and easier • Define UX improvements to automate validation and reduce waiting time
methodology:
• 7 participants from small businesses (owners and accountants) • In-depth interviews + usability testing (40–50 min each) • Observation of real branch scenarios and feedback collection
research goals:
• Understand how clients issue and manage courier powers of attorney in branches • Identify main pain points and process inefficiencies • Create a clear and digital flow to issue, edit, and revoke powers of attorney
key tasks:
• Study how users fill in and submit paper power of attorney forms • Analyze typical errors that force clients to return to branches • Gather feedback on what could make the process faster and easier • Define UX improvements to automate validation and reduce waiting time
methodology:
• 7 participants from small businesses (owners and accountants) • In-depth interviews + usability testing (40–50 min each) • Observation of real branch scenarios and feedback collection
research goals:
• Understand how clients issue and manage courier powers of attorney in branches • Identify main pain points and process inefficiencies • Create a clear and digital flow to issue, edit, and revoke powers of attorney
key tasks:
• Study how users fill in and submit paper power of attorney forms • Analyze typical errors that force clients to return to branches • Gather feedback on what could make the process faster and easier • Define UX improvements to automate validation and reduce waiting time
methodology:
• 7 participants from small businesses (owners and accountants) • In-depth interviews + usability testing (40–50 min each) • Observation of real branch scenarios and feedback collection
research goals:
• Understand how clients issue and manage courier powers of attorney in branches • Identify main pain points and process inefficiencies • Create a clear and digital flow to issue, edit, and revoke powers of attorney
key tasks:
• Study how users fill in and submit paper power of attorney forms • Analyze typical errors that force clients to return to branches • Gather feedback on what could make the process faster and easier • Define UX improvements to automate validation and reduce waiting time
Research insights
Interviews showed that users often faced mistakes, delays and repeated visits to the bank. These insights helped define key areas for improvement
Research insight
Interviews showed that users often faced mistakes, delays and repeated visits to the bank. These insights helped define key areas for improvement
Research insights
Interviews showed that users often faced mistakes, delays and repeated visits to the bank. These insights helped define key areas for improvement
Research insights
Interviews showed that users often faced mistakes, delays and repeated visits to the bank. These insights helped define key areas for improvement
Research insights
Interviews showed that users often faced mistakes, delays and repeated visits to the bank. These insights helped define key areas for improvement
"I filled out the power of attorney incorrectly and now I have to come back to the bank again. I wish there was a way to check for mistakes before coming here"
"I filled out the power of attorney incorrectly and now I have to come back to the bank again. I wish there was a way to check for mistakes before coming here"
"I filled out the power of attorney incorrectly and now I have to come back to the bank again. I wish there was a way to check for mistakes before coming here"
"I filled out the power of attorney incorrectly and now I have to come back to the bank again. I wish there was a way to check for mistakes before coming here"
"I couldn’t even check if I made any mistakes in the documents before I came here. Now I have to return again because they found an error"
"I couldn’t even check if I made any mistakes in the documents before I came here. Now I have to return again because they found an error"
"I couldn’t even check if I made any mistakes in the documents before I came here. Now I have to return again because they found an error"
"I couldn’t even check if I made any mistakes in the documents before I came here. Now I have to return again because they found an error"
"It took so long for the branch manager to verify my documents. I spent way too much time waiting"
"It took so long for the branch manager to verify my documents. I spent way too much time waiting"
"It took so long for the branch manager to verify my documents. I spent way too much time waiting"
"It took so long for the branch manager to verify my documents. I spent way too much time waiting"
"The whole process feels really slow. I had to stand in line and then wait even longer to correct the documents"
"The whole process feels really slow. I had to stand in line and then wait even longer to correct the documents"
"The whole process feels really slow. I had to stand in line and then wait even longer to correct the documents"
"The whole process feels really slow. I had to stand in line and then wait even longer to correct the documents"
user stories
and more
user stories
and more
user stories
and more
user stories
and more
user stories
and more
Main page with powers of attorney
Users should immediately see all active powers of attorney with their key parameters and statuses, without opening additional sections. This helps them manage, review, and update documents quickly without extra steps.
Main page with powers of attorney
Users should immediately see all active powers of attorney with their key parameters and statuses, without opening additional sections. This helps them manage, review, and update documents quickly without extra steps.
Main page with powers of attorney
Users should immediately see all active powers of attorney with their key parameters and statuses, without opening additional sections. This helps them manage, review, and update documents quickly without extra steps.
Main page with powers of attorney
Users should immediately see all active powers of attorney with their key parameters and statuses, without opening additional sections. This helps them manage, review, and update documents quickly without extra steps.
Main page with powers of attorney
Users should immediately see all active powers of attorney with their key parameters and statuses, without opening additional sections. This helps them manage, review, and update documents quickly without extra steps.
The table shows employee powers of attorney with details on validity and status, allowing users to quickly identify if they are active, under review, rejected, or have errors. Sorting by name, company, dates, and status makes management easier
The table shows employee powers of attorney with details on validity and status, allowing users to quickly identify if they are active, under review, rejected, or have errors. Sorting by name, company, dates, and status makes management easier
The table shows employee powers of attorney with details on validity and status, allowing users to quickly identify if they are active, under review, rejected, or have errors. Sorting by name, company, dates, and status makes management easier
The table shows employee powers of attorney with details on validity and status, allowing users to quickly identify if they are active, under review, rejected, or have errors. Sorting by name, company, dates, and status makes management easier
The table shows employee powers of attorney with details on validity and status, allowing users to quickly identify if they are active, under review, rejected, or have errors. Sorting by name, company, dates, and status makes management easier
Power of Attorney Creation
Creating a courier power of attorney
A clear digital process helps companies issue courier authorizations quickly, without confusion or extra steps. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in-person branch visits.
Power of Attorney Creation
Creating a courier power of attorney
A clear digital process helps companies issue courier authorizations quickly, without confusion or extra steps. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in-person branch visits.
Power of Attorney Creation
Creating a courier power of attorney
A clear digital process helps companies issue courier authorizations quickly, without confusion or extra steps. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in-person branch visits.
Power of Attorney Creation
Creating a courier power of attorney
A clear digital process helps companies issue courier authorizations quickly, without confusion or extra steps. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in-person branch visits.
Power of Attorney Creation
Creating a courier power of attorney
A clear digital process helps companies issue courier authorizations quickly, without confusion or extra steps. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in-person branch visits.
In the first step, the user enters the representative's passport details and registration address to verify their identity and ensure the document is legally valid for representing the company.
In the first step, the user enters the representative's passport details and registration address to verify their identity and ensure the document is legally valid for representing the company.
In the first step, the user enters the representative's passport details and registration address to verify their identity and ensure the document is legally valid for representing the company.
In the first step, the user enters the representative's passport details and registration address to verify their identity and ensure the document is legally valid for representing the company.
In the first step, the user enters the representative's passport details and registration address to verify their identity and ensure the document is legally valid for representing the company.
In the second step, the user enters information about the power of attorney: the company it applies to, the validity period, and the specific rights given to the representative.
In the second step, the user enters information about the power of attorney: the company it applies to, the validity period, and the specific rights given to the representative.
In the second step, the user enters information about the power of attorney: the company it applies to, the validity period, and the specific rights given to the representative.
In the second step, the user enters information about the power of attorney: the company it applies to, the validity period, and the specific rights given to the representative.
In the second step, the user enters information about the power of attorney: the company it applies to, the validity period, and the specific rights given to the representative.
analytics
How design improved key metrics
After launch, both editing and creation activity grew steadily throughout the year, peaking in December. This shows that users adopted the digital format and returned to manage their documents regularly.
analytics
How design improved key metrics
After launch, both editing and creation activity grew steadily throughout the year, peaking in December. This shows that users adopted the digital format and returned to manage their documents regularly.
analytics
How design improved key metrics
After launch, both editing and creation activity grew steadily throughout the year, peaking in December. This shows that users adopted the digital format and returned to manage their documents regularly.
analytics
How design improved key metrics
After launch, both editing and creation activity grew steadily throughout the year, peaking in December. This shows that users adopted the digital format and returned to manage their documents regularly.
analytics
How design improved key metrics
After launch, both editing and creation activity grew steadily throughout the year, peaking in December. This shows that users adopted the digital format and returned to manage their documents regularly.
