DRO Card Payment project (Adjudicator)
Context:
When a customer applies for a bankruptcy, they have to complete section 5 “Money you owe”. This is where they have to manually add all of their creditors, debt amounts, plus use multiple choice to tag with further details.
The customer cannot move onto later sections of the form until they have completed this section.
When a customer applies for a bankruptcy, they have to complete section 5 “Money you owe”. This is where they have to manually add all of their creditors, debt amounts, plus use multiple choice to tag with further details.
The customer cannot move onto later sections of the form until they have completed this section.
Problem Statement:
- Remembering all of ones creditors can be challenging, it requires thorough records management (digital vs paper statements, timing issues, etc.)
- Debts amounts can fluctuate in the time it takes to complete an application (usually 2 to 4 weeks) due to interests, fines, etc.
- Some customers could have a long list of creditors which could be time consuming and frustrating to manually key in.
- Remembering all of ones creditors can be challenging, it requires thorough records management (digital vs paper statements, timing issues, etc.)
- Debts amounts can fluctuate in the time it takes to complete an application (usually 2 to 4 weeks) due to interests, fines, etc.
- Some customers could have a long list of creditors which could be time consuming and frustrating to manually key in.
User Story: A1.10
"ADJ Equifax API Creditors".
As a bankruptcy customer, I want the form to auto-populate my creditors and amounts from Equifax by using my personal details provided and be able to edit/add new creditors,
So that I don’t have to remember all of my debts and manually key them.
Proposed Solution:
- To use an API linked to Equifax, which would match the customer in their database using personal details provided earlier in the form and automatically pull their list of creditors and the debt amounts (plus any other useful info available).
- The customer would edit each creditor to provide additional details related to that debt.
- If the customer doesn’t agree with the debt listed by Equifax, they would have the opportunity to detail what they believe the debt amount to be. This can then be used by ORS to investigate further if necessary.
- Equifax doesn’t hold every type of debt (e.g. Council tax), so the manual entry option would also need to remain.
- To use an API linked to Equifax, which would match the customer in their database using personal details provided earlier in the form and automatically pull their list of creditors and the debt amounts (plus any other useful info available).
- The customer would edit each creditor to provide additional details related to that debt.
- If the customer doesn’t agree with the debt listed by Equifax, they would have the opportunity to detail what they believe the debt amount to be. This can then be used by ORS to investigate further if necessary.
- Equifax doesn’t hold every type of debt (e.g. Council tax), so the manual entry option would also need to remain.
Process Flow and User Journey Diagram:
Wireframes with improved user experience were produced for the whole journey.
Wireframes example:
Wireframes example:
