Steps that match the mental model
The flow follows how trade teams already think about a guarantee, not how the back-end stores it.
Case study 02 · BNIdirect Trade
Bank Guarantee
Turning a document-heavy, multi-party bank guarantee process into a structured flow corporate users can trust.
- Complex problem-solving
- Systems thinking
- Enterprise UX
The serve the challenge
A bank guarantee involves several parties (the applicant company, the beneficiary and the bank), long forms, supporting documents and multi-level approvals inside the client's own organisation. Every field matters, and a mistake can delay a deal.
- Dozens of fields that change depending on the guarantee type.
- Maker, checker and approver roles inside one company, each needing a different view.
- Users need to know where a request is and who it's waiting on, at any moment.
✏️ Draft: example copy. Replace with what actually happened.
My game what I did
- What you owned, e.g. end-to-end flow, information architecture, form design
- Who you worked with, e.g. trade ops, PO, engineers, compliance
- Research you ran, e.g. interviews with corporate users or ops staff
✏️ Draft: fill in what you owned on this project.
The rally how it came together
- 01
Map the system
A service blueprint of the whole guarantee lifecycle: request, internal approval, bank review, issuance, amendment and expiry.
- 02
Untangle the information
Grouped the fields into clear steps and only showed what's relevant to the chosen guarantee type.
- 03
Make status visible
Designed a tracker so users always know where a request is and who needs to act next.
- 04
Validate
Walked through prototypes with corporate users / ops staff and refined the edge cases.
✏️ Draft: example copy. Replace with what actually happened.
Key shots design decisions
Save and come back
Long applications can be saved as drafts and handed over between maker and checker.
Catch errors before submitting
Inline validation and a final review step reduce applications bouncing back from the bank.
✏️ Draft: example copy. Replace with what actually happened.
The score impact
metrice.g. fewer rejected or returned applications
metrice.g. faster time from request to issuance
quotee.g. feedback from a corporate client or ops team
✏️ Draft: dashed values are placeholders. Add real numbers or remove them.
Post-match notes what I learned
- In enterprise UX, the system map is the design: you can't simplify what you haven't understood.
- Roles and permissions shape the interface as much as the data does.
✏️ Draft: example copy. Replace with what actually happened.
Next match
Case study 03 · BNI Intelligent Branch Children's Savings Account →