Redesigning a platform for cost savings and improved efficiency

ComplyAdvantage · February 2023

ComplyAdvantage is a financial crime compliance platform, used by many large financial institutions.

There were 2 platforms, screening and transaction monitoring. Many features were duplicated across the two platforms, leading to increased development costs and additional complexity when clients were using both products.

Working closely with another senior designer, we redesigned and combined the two platforms into one, called Mesh. Designs were created to be modular, allowing for future growth and scalability. Designs were tested and iterated on with both current and potential clients, along with customers in residence. One pitful we found with progressing a case was a decision on auto-progression, or stay where they were to check - feedback was split 50-50 on a preference. So instead we added a floating action window showing current progress along with a prompt to the next step.

The new platform was launched to great success, with 90% of new clients being onboarded on the new platform, and migrating the largest clients to the new platform first. This saved the company money in development and infrastructure costs, and allowed for a more consistent experience for clients.

Timeframe: 2 months to first iteration being developed

My roles:

Product DesignDesign System
ComplyAdvantage new platform UI, showing a list of open cases and editing an assignee filter

Case Management

Case management was a crucial aspect of the roles of analysts and team leads. The redesign prioritized flexible filtering options and clear visibility of work associated with each case, enabling users to effectively assess and manage their workload.

Cases were broken down into types, which would group together related tasks and alerts to avoid an analyst doing duplicate work, a huge pain point for compliance teams.

UI displaying a list of cases in a table, with a filter and search bar along with applied filters

Teams could also edit currently applied filters to refine their list further.

Bulk actions were key for a team lead to manage their team’s workload, understanding which team members were specialised in each area and assigning work accordingly.

UI displaying a list of cases in a table, with a popover for editing the current filters

UI displaying a list of cases in a table, with a popover for bulk actions

Selecting everything in the filtered list, not only on the current page, but across all pages, was also considered a must by team leads, since they could refine their filters and then assign all work to a team member.

UI displaying a list of cases in a table, with a popover for bulk actions

Working a case

Modular by design, with key information at the top of the page, auxilliary information on the left and the work in the main pane.

Each task or alert could be drilled into, to analyse and complete the work.

Over time further risk types would be added, and this would allow for the case layout to accommodate their associated tasks.

UI displaying a list of cases in a table, with a popover for bulk actions

UI displaying a list of cases in a table, with a popover for editing the current filters

UI displaying a list of cases in a table, with a popover for editing the current filters

UI displaying a list of cases in a table, with a popover for editing the current filters

UI displaying a list of cases in a table, with a popover for editing the current filters

Further Case Management Improvements

As the cases platform was released and we gained additional, and in truth, better feedback, we noticed some patterns around workflows on cases. Most organisations had a similar process of working a case, but would want it tweaked to fit their team structure and internal processes, a lot of these could be solved with a configurable case workflow system.

Assignment permissions

Some organisations had specific requirements around which team members could work on which cases. For example, certain teams were allowed to pick up their own cases, or cases assigned to other team members, whilst others could only work on cases assigned to them.

UI displaying a list of cases in a table, with a popover for editing the current filters

Case Workflow

UI displaying a list of cases in a table, with a popover for editing the current filters

Case Reviews

Webhooks

A webhook is a way to receive data from ComplyAdvantage into a client’s system. This way, the client’s application can react based on the change of a case within the ComplyAdvantage Mesh platform.

UI displaying a list of cases in a table, with a popover for editing the current filters