powers
of attorney
alfa-bank
product designer
2022-2023
powers
of attorney
alfa-bank
product designer
2022-2023
powers
of attorney
alfa-bank
product designer
2022-2023
powers
of attorney
alfa-bank
product designer
2022-2023
powers
of attorney
alfa-bank
product designer
2022-2023
about
project
Detailed control over signing rules for all operations in online banking
Enables companies to configure signing sequences, assign responsible roles, and manage approval limits for any operation. This approach ensures security, transparency, and full control over how decisions are confirmed.
VOC (out of 5)
4,81
Reduction in negative feedback
30%
increase in key product metric
70%
Successful signing rate
83%
my role
In this project, my work consisted of researching the paper power of attorney process, identifying the main user problems, and redesigning 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
• VOC score among service users grew from 3.7 to 4.8 (+30%) • Document verification time reduced from 5 min to 1 min • Share of electronic powers of attorney increased to 70% (from 30% in branches) • Negative feedback on the power of attorney process decreased by 30–35% • Errors and fraud cases related to paper-based powers of attorney reduced
about
project
Detailed control over signing rules for all operations in online banking
Enables companies to configure signing sequences, assign responsible roles, and manage approval limits for any operation. This approach ensures security, transparency, and full control over how decisions are confirmed.
VOC (out of 5)
4,81
Reduction in negative feedback
30%
increase in key product metric
70%
Successful signing rate
83%
my role
In this project, my work consisted of researching the paper power of attorney process, identifying the main user problems, and redesigning 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
• VOC score among service users grew from 3.7 to 4.8 (+30%) • Document verification time reduced from 5 min to 1 min • Share of electronic powers of attorney increased to 70% (from 30% in branches) • Negative feedback on the power of attorney process decreased by 30–35% • Errors and fraud cases related to paper-based powers of attorney reduced
about
project
Detailed control over signing rules for all operations in online banking
Enables companies to configure signing sequences, assign responsible roles, and manage approval limits for any operation. This approach ensures security, transparency, and full control over how decisions are confirmed.
VOC (out of 5)
4,81
Reduction in negative feedback
30%
increase in key product metric
70%
Successful signing rate
83%
my role
In this project, my work consisted of researching the paper power of attorney process, identifying the main user problems, and redesigning 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
• VOC score among service users grew from 3.7 to 4.8 (+30%) • Document verification time reduced from 5 min to 1 min • Share of electronic powers of attorney increased to 70% (from 30% in branches) • Negative feedback on the power of attorney process decreased by 30–35% • Errors and fraud cases related to paper-based powers of attorney reduced
about
project
Detailed control over signing rules for all operations in online banking
Enables companies to configure signing sequences, assign responsible roles, and manage approval limits for any operation. This approach ensures security, transparency, and full control over how decisions are confirmed.
VOC (out of 5)
4,81
Reduction in negative feedback
30%
increase in key product metric
70%
Successful signing rate
83%
my role
In this project, my work consisted of researching the paper power of attorney process, identifying the main user problems, and redesigning 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
• VOC score among service users grew from 3.7 to 4.8 (+30%) • Document verification time reduced from 5 min to 1 min • Share of electronic powers of attorney increased to 70% (from 30% in branches) • Negative feedback on the power of attorney process decreased by 30–35% • Errors and fraud cases related to paper-based powers of attorney reduced
about
project
Detailed control over signing rules for all operations in online banking
Enables companies to configure signing sequences, assign responsible roles, and manage approval limits for any operation. This approach ensures security, transparency, and full control over how decisions are confirmed.
VOC (out of 5)
4,81
Reduction in negative feedback
30%
increase in key product metric
70%
Successful signing rate
83%
my role
In this project, my work consisted of researching the paper power of attorney process, identifying the main user problems, and redesigning 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
• VOC score among service users grew from 3.7 to 4.8 (+30%) • Document verification time reduced from 5 min to 1 min • Share of electronic powers of attorney increased to 70% (from 30% in branches) • Negative feedback on the power of attorney process decreased by 30–35% • Errors and fraud cases related to paper-based powers of attorney reduced
discovery
Conducted UX research to simplify how users create and approve 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
Conducted UX research to simplify how users create and approve 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
Conducted UX research to simplify how users create and approve 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
Conducted UX research to simplify how users create and approve 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
Conducted UX research to simplify how users create and approve 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
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
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
User stories
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
User stories
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
User stories
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
User stories
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
User stories
Based on research insights, I created user stories to describe how different roles interact with the system and what goals they want to achieve:
"As a manager (CEO/individual entrepreneur), I want to be able to create electronic powers of attorney for couriers so they can perform operations at the bank branch without delays or errors"
"As a manager (CEO/individual entrepreneur), I want to be able to create electronic powers of attorney for couriers so they can perform operations at the bank branch without delays or errors"
"As a manager (CEO/individual entrepreneur), I want to be able to create electronic powers of attorney for couriers so they can perform operations at the bank branch without delays or errors"
"As a manager (CEO/individual entrepreneur), I want to be able to create electronic powers of attorney for couriers so they can perform operations at the bank branch without delays or errors"
"As a manager (CEO/individual entrepreneur), I want to be able to create electronic powers of attorney for couriers so they can perform operations at the bank branch without delays or errors"
"As a manager (CEO/individual entrepreneur), I want to edit already created powers of attorney, changing their validity period and permissions to keep the information up-to-date"
"As a manager (CEO/individual entrepreneur), I want to edit already created powers of attorney, changing their validity period and permissions to keep the information up-to-date"
"As a manager (CEO/individual entrepreneur), I want to edit already created powers of attorney, changing their validity period and permissions to keep the information up-to-date"
"As a manager (CEO/individual entrepreneur), I want to edit already created powers of attorney, changing their validity period and permissions to keep the information up-to-date"
"As a manager (CEO/individual entrepreneur), I want to edit already created powers of attorney, changing their validity period and permissions to keep the information up-to-date"
"As a manager (CEO/individual entrepreneur), I want to be able to revoke powers of attorney to limit couriers' access to operations when necessary"
"As a manager (CEO/individual entrepreneur), I want to be able to revoke powers of attorney to limit couriers' access to operations when necessary"
"As a manager (CEO/individual entrepreneur), I want to be able to revoke powers of attorney to limit couriers' access to operations when necessary"
"As a manager (CEO/individual entrepreneur), I want to be able to revoke powers of attorney to limit couriers' access to operations when necessary"
"As a manager (CEO/individual entrepreneur), I want to be able to revoke powers of attorney to limit couriers' access to operations when necessary"
"As a manager (CEO/individual entrepreneur), I want to be able to track the status of active powers of attorney to ensure all permissions and documents are up-to-date and valid"
"As a manager (CEO/individual entrepreneur), I want to be able to track the status of active powers of attorney to ensure all permissions and documents are up-to-date and valid"
"As a manager (CEO/individual entrepreneur), I want to be able to track the status of active powers of attorney to ensure all permissions and documents are up-to-date and valid"
"As a manager (CEO/individual entrepreneur), I want to be able to track the status of active powers of attorney to ensure all permissions and documents are up-to-date and valid"
"As a manager (CEO/individual entrepreneur), I want to be able to track the status of active powers of attorney to ensure all permissions and documents are up-to-date and valid"
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 the powers of attorney they have created and the key parameters of each one. This helps them manage, review, and update them quickly. Statuses and conditions should also be visible without opening additional sections. This reduces mistakes, speeds up navigation, and makes the process clearer. A well structured page helps users focus on their tasks without extra steps.
Main page with powers of attorney
Users should immediately see the powers of attorney they have created and the key parameters of each one. This helps them manage, review, and update them quickly. Statuses and conditions should also be visible without opening additional sections. This reduces mistakes, speeds up navigation, and makes the process clearer. A well structured page helps users focus on their tasks without extra steps.
Main page with powers of attorney
Users should immediately see the powers of attorney they have created and the key parameters of each one. This helps them manage, review, and update them quickly. Statuses and conditions should also be visible without opening additional sections. This reduces mistakes, speeds up navigation, and makes the process clearer. A well structured page helps users focus on their tasks without extra steps.
Main page with powers of attorney
Users should immediately see the powers of attorney they have created and the key parameters of each one. This helps them manage, review, and update them quickly. Statuses and conditions should also be visible without opening additional sections. This reduces mistakes, speeds up navigation, and makes the process clearer. A well structured page helps users focus on their tasks without extra steps.
Main page with powers of attorney
Users should immediately see the powers of attorney they have created and the key parameters of each one. This helps them manage, review, and update them quickly. Statuses and conditions should also be visible without opening additional sections. This reduces mistakes, speeds up navigation, and makes the process clearer. A well structured page helps users focus on their tasks 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
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
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
Creating a courier power of attorney
A digital and clear process helps companies issue trusted permissions quickly, without confusion or extra steps. Creating a courier power of attorney solves several common problems businesses face when working with third party couriers. It removes delays caused by manual paperwork, reduces the number of mistakes, and eliminates the need for in person visits to branches.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
In the first step, the user enters the representative’s passport details and registration address. This helps verify their identity and ensures the document is legally valid for acting on behalf of the company.
On 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.
On 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.
On 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.
On 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.
On 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.
On 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
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
analytics
How design improved key metrics
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
analytics
How design improved key metrics
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
analytics
How design improved key metrics
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
analytics
How design improved key metrics
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
analytics
How design improved key metrics
Design improvements helped users interact with powers of attorney more confidently and more often. The first chart shows how editing activity increased toward the end of the year, meaning users now understand the flow better and update documents whenever needed. The second chart shows steady growth in creating new powers of attorney, reaching its peak in December. This reflects the growing adoption of the improved design.
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