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
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