Interact Collections is a product that was developed to help financial service providers recover money in a more empathetic was using digital channels rather that the traditional heavy handed approach that may include several warning letters and bailiffs turning up at the customer's door.
Research and Analysis
We firstly spoke to a number of debt collections agencies to try and understand the most severe cases, and people who had become in serious financial difficulties to to significant life changes. To understand things from the customer's view gave us the empathy you need when designing any product. We also spent time at the call centres of some of our clients where we listened in on some calls with the collections teams and interviewed the call centre agents.

We sketches some ideas and brought them into wireframes. During this process we did some basic design testing and regular reviews with developers, BAs, and sales. 

Visual Designs

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