Bank of Baroda
MERCHANT QUALITY CONTROL PORTAL
A comprehensive redesign of the internal merchant verification portal to streamline document review, reduce verification time by 60%, and improve agent productivity through a unified split-screen interface.
Role
UI/UX Designer
Duration
15 days (Sprint-based redesign)
Team
Product Manager, 2 Design Leads, Bank Stakeholders
Platform
Web Application (Desktop)
The Challenge
Bank of Baroda's internal merchant verification team was struggling with an outdated portal that required downloading documents separately, switching between multiple windows, and filling lengthy forms—leading to slow verification times and agent frustration.
The Impact
Redesigned the verification workflow to enable side-by-side document review, reducing verification time per merchant and improving data accuracy through contextual validation.
Understanding the Problem
Research & Discovery
We conducted stakeholder interviews with bank officials and identified that verification agents process 50-100+ merchants daily. Each merchant requires checking 4 KYC documents (Aadhaar front/back, PAN front/back).
User Research: Agent Feedback Sessions
Conducted feedback calls with 13 verification agents across different bank branches.
"I have to download each document, open it in a new tab... By the time I'm on the 4th, I've forgotten the first."- Agent from Mumbai
"The worst part is when I reject a document, I have to write the same reasons again and again."- Agent from Chennai
"Sometimes merchants resubmit... but I can't see what I rejected it for last time."- Agent from Delhi
"We're expected to verify 60-80 merchants a day... the current system makes it impossible."- Senior Agent
Agent Demographics
- Experience: 6 months - 7 years
- Age: 24 - 42 years
- Daily Load: 50-100 merchants
- Environment: High-volume, accuracy-focused
Observation Insights
- Maintained personal notebooks for rejection reasons
- 15-20 window switches per merchant
- Frequent typing errors (Aadhaar/PAN)
- Preferred keyboard over mouse
Core Problem Statement
Bank verification agents need to process high volumes of merchants efficiently while maintaining accuracy, but the current system's fragmented interface creates cognitive overload and slows down their workflow—resulting in longer processing times and potential errors.
Design Strategy
Core Design Principles
Information Architecture
Login → Merchant List → Download Documents → Fill Form → Submit
Login → Dashboard → Merchant List → Document Verification Panel (side-by-side) → Status Update
Design Goal
Create a unified verification interface that keeps all relevant information visible simultaneously, reduces manual data entry, and provides guided workflows to help agents process merchants faster and more accurately.
Design Process
Wireframing & Iteration
- Initial Concept: Explored tab-based document viewer (Rejected - still required switching).
- Considered: Single-document full-screen view (Rejected - lost context).
- Selected: Split-pane with merchant details (left) + document viewer (right).
Key Design Decisions
1. Dashboard Redesign
Added key metrics (Pending, Verified, Rejected) and quick filters for "Action Needed" merchants with search functionality.
2. Merchant Verification Modal
Left Panel: Merchant details (name, contact, business info). Right Panel: Document tabs with large preview. Bottom: Actions.
3. Smart Document Navigation
Visual tabs showing status (Approved ✓, Pending ⏱, Rejected ✗). Auto-advances to next pending document after approval.
4. Rejection Workflow Enhancement
Predefined rejection reasons (Blurry, Mismatch, Tampered) + custom input. Shows rejection history on re-submission.
5. Chip-based Autofill (Innovation)
Extracted data from Aadhaar displayed as chips. Clicking a chip auto-populates the field, reducing manual typing errors.
Visual Design
Accessibility Considerations
- High contrast for document images
- Clear status indicators beyond just color
- Keyboard navigation support (Tab, Enter, Esc)
- Focus states on interactive elements
Typography & Components
Typography: Clear hierarchy (Large Bold Merchant Name > Section Headers > Body). Monospace for IDs and tabular data.
Component Library:
Key Features Delivered
1. Bulk Operations Support
Dashboard allows filtering and batch status updates.
2. Unified Verification Interface
Split-screen design eliminates context-switching between merchant details and documents.
3. Document-by-Document Review
Tab-based navigation through Aadhaar (Front/Back) and PAN with clear status indicators.
4. Inline Rejection Handling
Agents can reject documents with predefined reasons without leaving the verification screen.
5. Validation Toast Messages
Real-time feedback when actions require additional input (e.g., 'A reason is needed').
6. Resubmission Tracking
Visual indicator showing previous rejection reasons when merchants re-upload documents.
Design Validation
Usability Testing (Internal)
Participants: 5 verification agents
Method: Moderated task-based testing with prototype
Tasks: Verify merchant, Reject Aadhaar Back (blurry), Review resubmission.
Iteration Based on Feedback:
- Added rejection reason preview when reviewing resubmitted documents.
- Increased document preview size.
- Made "Next" button more prominent after document approval.
- Initial confusion about chip autofill → Added tooltip.
Final Solution
User Flow (Simplified)
Technical Handoff
Deliverables included high-fidelity Figma prototypes with annotations, component specifications (spacing, colors, states), interactions states documentation, document status logic flowchart, and edge case scenarios.
Impact & Outcomes
Quantitative Results
- 60%Reduction in verification time (8-10m → 4m)
- 30-40More merchants estimated per agent/day
- ReducedError rates (data pending)
Qualitative Feedback
"The side-by-side view is a game-changer. I don't lose track of what I'm verifying."- Verification Agent
"The chip autofill saves so much time. No more typing Aadhaar numbers."- Team Lead
Business Value
Reflection & Learnings
What Worked Well
- Collaborative approach (regular check-ins).
- Split-pane pattern solved context-switching.
- Chip autofill innovation loved by agents.
Challenges Overcome
- Tight 15-day timeline (required rapid iteration).
- Compliance constraints (meeting KYC reqs).
- Balancing detail vs. simplicity.
What I'd Do Differently
- More extensive testing (2-3 more rounds).
- Add keyboard shortcuts for power users.
- Explore mobile/tablet support for field agents.
Future Enhancements
- AI-powered verification suggestions.
- Automated data extraction.
- Agent performance analytics dashboard.
- Resubmission notification system.
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