Document Manager in BizEdge Platform
Introducing bulk document status updates and document receipt registration features
Time
5 weeks
Role
Senior Product Designer
Team
Businuss lending team
Platform
Staff Dashboard
The Problem
Context
Document Manager is a core part of the business lending workflow, used by bankers to collect and manage documents across multiple entities such as individuals, companies, and guarantors. As applications grew more complex, the experience became increasingly difficult to manage. Commercial bankers working across multi-entity deals were handling larger document volumes and more manual admin.
Within the Document Manager, two key challenges were slowing them down and increasing the risk of errors:
- Bulk updating document statuses
- Recategorising documents across entities
Pain points
- Updating document statuses had to be done one at a time.
- At the same time, when documents were uploaded under the wrong entity or document type, there was no simple way to correct them within the same workflow. Bankers needed a way to fix these errors without re-uploading documents.
Together, these gaps slowed down deal progression and created unnecessary rework.
Business Goals
Reduce manual effort
Enable bankers to apply bulk actions without sacrificing control
Improve accuracy
Lower the risk of inconsistent updates and prevent accidental mistakes
Support mental models
Design around how bankers think about entities, document types, and status changes
Increase confidence
Make changes easier to understand, verify, and trust in high-volume workflows
My Role
- Led the end-to-end UX for the Document Manager enhancements
- Worked with product, engineering, and domain stakeholders to shape the problem space
- Explored banker workflows and current pain points
- Created multiple interaction models and prototypes for testing
- Planned and conducted usability testing with bankers
- Synthesised findings into design decisions and product recommendations
- Introduced a new bulk selection component within the existing table
- Handed over the project to developers and collaborated with them to build the solution
Process
Understand the current workflow
- Mapped banker workflows and pain points in Document Manager
- Reviewed constraints across multi-entity lending journeys
- Defined the highest-friction scenarios to solve first
Explore solution directions
- Designed multiple models for bulk selection and recategorisation
- Compared familiar patterns with more automated approaches
- Built prototypes that could be tested in realistic task flows
Validate with bankers
- Created a prototype of the solution
- Ran moderated usability testing with 6 participants (commercial bankers)
- Tested discoverability, comprehension, trust, and change visibility
- Collected a System Usability Score based on how bankers interacted with the new solution and gathered improvement feedback
- Iterated based on the collected insights
Usability Testing Feedback
Manual vs smart selection
Manual selection gave users full control and transparency, while smart selection reduced effort but introduced trust issues. Decision: we used a hybrid approach that preserved user control while preventing invalid actions.
CTA placement mattered
Several participants assumed the update action would sit inside the dropdown, so placement directly shaped comprehension. Decision: from a technical and platform-standard perspective, that pattern was not viable, so we chose the lower-risk solution.
Document recategorisation
All participants understood they could change the entity or document type. One person felt the checkbox for selecting one or both was unnecessary, while another said it helped avoid choosing the wrong entity. Everyone wanted "No change" to be the default option in the selection field.
6/6
Participants understood the recategorisation flow and found it easy to proceed
6/6
Participants expected safeguards when bulk actions could create mistakes
83.8
SUS score indicating a strong usability outcome in testing
100%
Participants noticed the in-context blue highlight for new documents
Solution
The final direction brought three improvements together into one more coherent Document Manager experience: efficient bulk updates, a clearer recategorisation flow, and stronger visibility of document changes after updates.
Document bulk status update solution
Document recategorisation solution
Reflection
This project reinforced that efficiency alone is not enough. In high-stakes enterprise workflows, people move faster only when they trust what the system is doing on their behalf.
The most valuable outcome was not just a cleaner interface. It was better alignment between the product and the user's mental model, especially around selection, system feedback, and irreversible-looking actions.