Parvathy Kuroor - Design Portfolio

Problem statement

Research

User flows

Final design

Learnings

Re-imagining email

Resume

Product demo

Turning Banking Complexity into Clarity

A leading bank in India approached us with a request: “Can you design a tool that helps our Relationship Managers (RMs) stay on top of their customers, daily tasks, and performance - without overwhelming them?”

We built a product demo that we later presented to the bank. It led to a lot of positive conversations, but unfortunately didn't pan out to production.

Skills

UX, User research, UI, Prototyping

Timeline

4 days

My role

Designed end-to-end user experience and interface and made prototypes for client presentation

THE PROBLEM

Relationship Managers (RMs) in banks handle hundreds of customers, daily targets, and constant follow-ups - but their tools are fragmented and unintuitive.

Most RMs rely on manual tracking, switching between CRM systems, Excel sheets, WhatsApp messages, and internal portals to understand customer behavior.

Banks expect RMs to deliver personalized, timely engagement, but outdated systems and disconnected workflows make this nearly impossible. RMs need a single, intelligent platform that consolidates customer insights, prioritizes actions, and supports daily decision-making.

USER RESEARCH

I mapped the typical day of a RM - from arriving at the branch to finishing customer calls - to uncover inefficiencies.
The following insights were found:

KEY INSIGHTS

📌 No single source for data

Information is scattered across multiple tools, making it hard for RMs to keep track

⚠️ Poor prioritization

Important events like large withdrawals or FD maturities are often noticed only much later

📅 No performance transparency

Monthly PDF scorecards offer no real-time visibility, RMs are unsure about their daily progress

🧠 Mental overload

Constant context switching between systems increases mistakes, slows decision-making, and affects call quality

ANALYZING EXISTING TOOLS

I analyzed some of the existing CRM tools in the market to understand more about the pain points and found the following:

🟢

They have centralized customer data

🔴

There's no prioritization logic anywhere

🔴

The interfaces are heavily data driven - causes visual overload

🔴

They are more reactive and then proactive, intelligence is missing

USERFLOWS

To support the day-to-day tasks of Relationship Managers, we mapped four core user flows that represent their most frequent and high-impact activities. Each flow was designed to reduce steps, simplify decision-making, and reduce visual overload.

Each tab contains only the essential sections needed for that task, creating a clean, predictable layout where information flows from high-level insights to actionable details, helping RMs navigate quickly and stay focused without cognitive overload.

INTERFACE DESIGN

Home page

The home page gives RMs instant visibility into what changed across their customer portfolio today.

Tooltips

The calling screen helps RMs identify the call type instantly while showing a quick customer snapshot to guide the conversation.

The call-end screen allows RMs to quickly log disposition, topics discussed, and notes, ensuring clean and consistent post-call documentation

Customer page

The customer list page is designed to help RMs quickly scan, compare, and prioritize customers by combining key portfolio metrics, clear growth indicators, and actionable AI insights in a clean, easily navigable table.

Tooltips

The customer profile side panel gives RMs

• A quick, consolidated view of customer details, financial metrics

• AI-generated tasks

• Recent notes to support instant decision-making without leaving the current screen

Agent performance

The performance page is designed to give RMs a clear, motivating view of their scores, progress trends, key business metrics, and leaderboard standing, helping them quickly understand how they’re performing and where to improve.

Tooltips

LEARNINGS

1. Banking UX has to work harder to stay simple

RMs operate under pressure; simplicity isn’t aesthetic, it’s survival.

2. Social patterns reduce onboarding time
Designing the feed like Linkedin dramatically lowers learning curves.

3. Actionability matters more than analytics
The best dashboards show what is happening in real time and what to do next.

4. Designing for real users means designing for constraints
Older systems, slower devices, and high cognitive load all influenced layout, typography, and interaction patterns.

1. Banking UX has to work harder to stay simple

RMs operate under pressure; simplicity isn’t aesthetic, it’s survival.

2. Social patterns reduce onboarding time
Designing the feed like Linkedin dramatically lowers learning curves.

3. Actionability matters more than analytics
The best dashboards show what is happening in real time and what to do next.