About the product
This is an internal quality control tool for verification checks. Most checks at Sumsub are automated, but some cases still require manual review.
The problem
The tool had been around for a long time and its interface needed an update. Developers had added changes without involving the design team, causing features to pile up without a clear structure. The product had become harder to scale.
Goals
1
Research the current interface and identify problem areas.
2
Restructure the existing interface.
3
Bring the UI in line with the design system.
Research
We used three sources of data to set priorities and define the direction of the project.
Survey
Operators completed a survey about the problems they faced while using the interface. We collected around 150 responses. The data was raw, but it revealed several useful insights that we later explored.
Expert review
Based on our product knowledge, we created a list of improvements we believed were necessary. It covered product logic, the user interface, and the codebase.
Interviews
We interviewed operators from two groups: experienced users and newcomers who had been in the role for one month or less. Each session had two parts:
1) Observing them at work and asking questions along the way.
2) A follow-up interview.
2) A follow-up interview.
Research outcome
After reviewing all the data, we refined our original hypotheses and built a quick prototype of one screen. We added it to Pathway and tested the new layout, along with users' understanding of the key features we had substantially redesigned.
Design
Once we confirmed that the new approach worked, we created detailed designs and documentation for the new components.
The screenshot shows part of the documentation. The project is still in progress, and most of the interface is covered by the NDA.
The screenshot shows part of the documentation. The project is still in progress, and most of the interface is covered by the NDA.
The animation shows how the page layout changed. We removed secondary sections that repeated information or moved them behind a button. We also shifted the layout from a vertical rhythm to a horizontal one, which works better for most of our screens.
Outcome
The project is still in active development. It has not had a full launch yet, so we cannot collect reliable analytics. However, we have created a stable and flexible foundation that will make future interface changes faster and easier.