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Ease of Finding Customers:
Most participants (8 of 10) were able to locate customers in the renewal flow, indicating that the filter process was generally effective. This could be a strong area of the renewal interface that doesn’t require major adjustments.
Repayment Schedule Generation Challenges:
Half of the participants (5 of 10) struggled with the process of generating and sending a repayment schedule. This reflects a usability gap, suggesting the need for clearer steps or prompts to make this function smoother for BRMs.
Additional Information in Repayment Schedules:
Half of the users wanted to see key financial details like the next payment amount and total remaining balance, showing that enhancing the repayment schedule’s detail level would support better customer communication and clarity.
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