Chetwood

Title: Kanban board discovery 
Session Date: 21/11/2024 
Duration: 1 hour 
Present (Finova): MO 
Present (Chetwood): Clair Munro, Matthew McAvoy, Holly Sowery, Steve Thompson, Kellye Carter, Kelly Stuart 
Recording: https://dprconsultingltd-my.sharepoint.com/personal/matt_oxley_dpr_co_uk/_layouts/15/stream.aspx?id=%2Fpersonal%2Fmatt%5Foxley%5Fdpr%5Fco%5Fuk%2FDocuments%2FRecordings%2FKanban%20review%20%2D%20Chetwood%2D20241121%5F130336%2DMeeting%20Recording%2Emp4&referrer=StreamWebApp%2EWeb&referrerScenario=AddressBarCopied%2Eview%2E7ccbd7f5%2D0d35%2D4518%2D892f%2D80a24874997f

Roles 

• Clair Munro 
  Responsible for Config, Build and Test of mortgage system 

• Matthew McAvoy, Head of mortgage operations – Mandate Officer  
  Responsible for checking oversight of Kanban, ensuring SLAs are met 

• Steve Thompson, Mortgage underwriter manager.  
  Responsible for underwriting and assigning work to underwriters 

• Kellye Carter, Operations Lending Manager 
  Responsible for overseeing team leaders, underwriters, case managers. Will jump in and use kanban board for higher mandate sign-offs 

• Kelly Stuart, Mortgage underwriter manager.  
  Responsible for same as Steve plus checking tasks and allocations 

• Holly Sowery, Propositions 
  Logging in as various user types and looking for future system improvements. Not an end-user using the system on a daily basis. 

Kanban concept 
Yes it works... but could work better – can see cases 
Does what it needs to do 

Kanban Case Mangement use (User walkthrough) 

Columns 

• Packaging 

• Underwriting 

• Security Valuation 

• Funding 

• Completion 

Columns usually contain a lot of cases 
Days counter should be working days – should days start every time moves to new column which is OK 

Kanban likes and dislikes 

Likes 
Nice it's all in one place 

Dislikes – not working 
Don't know who the people working on a case without clicking into it which takes time. 
If you search a case it will only show the case manager … not case manager and underwriter. It should show all those allocated to the case 
Also need to be able to assign and completions officer 
All these need to be visible on applications table  

CHI - If not using case managers (underwriters only) - underwriters do the packaging... say person does the underwriting review... but they don't need to review it so would want the card to move from Column 1 to Column 3... basically column to in this scenario is not needed. Moda however do need column 2 as they use case managers. 

Biggest pain point 
Top of each column... total number of cases 
Order of cards?... newest at top, oldest at top 
Application number sorting really doesn't work 
Notifications – we use diary to chase in 3 days... but if done in 1 day instance we would like a notification that the task has been done. 
Notifications about cases that change column would be good... but only those on the case should get notified... no everyone... don't want death by notifications. Maybe a visual signifier such as a colour change / icon 

Process 
CHI - Team leader allocates case to themself first 
CHI - Via Jira tickets... Underwriter informed and they allocation the case to themselves 
Moda – manager would allocate a case manager and an underwriter 

Card structure and content 
Add names 
Some information not used 
Bubble – is useful – broker actions – maybe add notication to card about document upload completed. 

Tasks 
Work well 
If you reject a document it disappear... but needs to be retained for audit trail 

Check box tasks on the cards? 
Useful overview of what is missing 
Want to be able to see what is done as well as what is not done 

Summary view of card with limited information 
Useful?...information OK on the card don't summarise 

 
3 little dots (contextual menu) 
Obvious?...yes 

Case assignment 
Contains historic names because of archived cases. Needs an active / inactive status on individuals so only active users appear in pick lists 

Cases open in new tabs (FMA dashboard)
OK 

Hardware 
Most prople have 2 monitors 

Status notes 
Yes it is useful 
Would like to see summary rationle from Risk assessment 

View application notes 
Yes we use this 
Add note with reminder date... yes we use this for chaser 

View diary 
Yes this is used – my diary, full diary 
Good to be able to see reminders (chaser) 
Filter reminders those next due, due tomorrow 

Case assignment 
OK 
Operations Hub used for assignment 

New + (packaging) 
Assigned application list – not used 
Maybe add chase date in list 

Manual colour coding  
Used to highlight new and also colours assigned to individuals – (red = Mary) 

Security valuation 
Valuation allocation date on top level card would be good 

RAG status colouration 
Not used – instead read days data 

View all 
Useful to see other people work 
Would be good if underwriters could see case managers 

Search 
Use top search bar... Control F (browser search) 

• App number 

• Postcode 

• name 

Not asked 

• Do users work by tasks?  

• Global / Local user filtering? 

• Filters for:   

• Sub statuses in columns 

• Click card to get popup presentation / content 

• Notifications of event  

• Tasks  

• Missing 

• Number one request change