Challenge

Millennium bim needed to modernize and unify its account opening and maintenance process, ensuring greater operational efficiency, security, and standardization of services in a highly regulated banking environment. The existing system had limitations in user experience, requiring many manual steps, increasing service time and the possibility of operational errors.

The challenge involved creating a portal used by customer service representatives and the back-office team, capable of supporting complex workflows such as customer registration, data updates, document analysis, proof of life, and account validation or rejection. These processes, essential for fraud prevention, needed to be clear, fast, and reliable, without compromising information security.

In addition to the functional complexity, there was a need to integrate the new interface with the bank's existing backend, respecting established business rules and ensuring business continuity. The project also required dealing with different user profiles, each with specific responsibilities, which demanded special attention to information architecture, access permissions, and clarity in decision-making within the system.

Transformation_

Evo Systems developed a modern, intuitive frontend aligned with Millennium bim's operational needs, focused on simplifying complex workflows and increasing the efficiency of customer service representatives and back-office staff. The interface was designed to guide the user step-by-step, reducing cognitive load and facilitating decision-making at each stage of the process.

The portal now integrates document validation, proof of life, and OCR (Optical Character Recognition) technology, eliminating the need for manual data entry and making the account opening process faster and less prone to errors. The captured information is presented clearly for verification and validation, increasing the reliability of the process.

With well-defined workflows and a task-oriented interface architecture, the system allowed greater back-office control over requests, making account analysis and approval more agile and transparent. As a result, Millennium bim now has a more efficient, secure, and scalable solution, aligned with its goal of excellence in customer service and the continuous improvement of its operational efficiency indicators.

Strategy

During the project design, BPM (Business Process Management) concepts were applied to structure, analyze, and optimize the system's flows. This approach allowed for the identification of bottlenecks, simplification of steps, and strategic redesign of the process, resulting in a more agile and efficient solution. As a result, account opening time was reduced from approximately 20 minutes to just 5 minutes.

Performance indicators were defined from the initial process design, enabling data-driven management and ensuring greater control, quality, and operational efficiency throughout the user journey.

Development was conducted by an agile team based on the Scrum methodology, with an iterative approach focused on rapid and continuous deliveries. The team worked with flexible methods, constant alignment, daily and weekly meetings, which allowed for quick adjustments, greater collaboration between the areas involved, and a significant reduction in rework.

The combination of BPM and agile methodology enabled not only the improvement of the operational flow but also the creation of a scalable solution aligned with business needs and user experience.

Tools_

• UX/UI Design
• C# .NET programming language