Enterprise Case Management (ECM) – Transforming Investigations
Enterprise Case Management (ECM) is a scalable platform for banks, financial institutions, and insurers to investigate and track fraud cases. It streamlines anti-money laundering, fraud detection, and compliance, including SAR filing.
Investigators faced challenges in ECM due to:
- Lack of a 360-degree case view, making it hard to track key details.
- Manual data entry, as the system didn’t auto-fetch related information.
- An outdated UI that lacked intuitive workflows.
- Limited visualization tools, making it difficult to identify fraud patterns.
- Dependence on external tools for note-taking, reducing efficiency.
This large-scale project aimed to redefine the case management experience. The first phase of designing focused on UI structure, user workflow, and automation.
- Designed UI strategy around investigator workflows and pain points.
- Developed low-fidelity wireframes and conceptual workflows for better case tracking.
- Created interactive prototypes for stakeholder validation.
- Planned data visualizations.
- UX Lead: Led research, conducted user interviews.
- UX Designer (My Role): UI Strategy, Wireframes, Visuals
User & Design Strategy
Case Investigators working in banking and financial institutions who handle fraud and compliance cases.
- Seamless case tracking from fraud detection to resolution.
- Automated data population to minimize manual efforts.
- Enhanced visual analysis for connecting suspects, accounts, and transactions.
- Quick decision-making tools to determine whether a case requires escalation or SAR filing.
Research & Discovery
- Over-the-shoulder observations of real investigations
- Analyzed current workflows to identify inefficiencies.
- Studied competitor solutions and industry standards for case management.
Ideation & Prototyping
- Designed wireframes for a structured case view, integrating all related alerts, transactions, and parties.
- Created interactive prototypes with automated data fetching and smart recommendations.
- Designed a visual link analysis tool to help investigators connect fraud patterns more effectively.
Investigation Workflow
Flow 1: Fraud Alert to Case Creation
Flow 2: Case Investigation with SAR Filing
Key Features & Enhancements
Smart Case Automation
When an investigator opens a case from the fraud alert system, all related information—including visuals—auto-populates across the case, reducing manual effort and ensuring a complete view.
Google Like Search
Designed a natural language search concept to help users find, save, pin and attach relevant results effortlessly. The system intelligently categorizes data, updating related sections and visuals automatically.
Quick Notes & To-Do List
During user research, we observed investigators taking notes externally. To streamline this, we introduced quick in-app note-taking that automatically integrates into findings, allowing refinement later. Planned a built-in to-do list feature to help users track and manage their tasks effortlessly.
Timeline Visualization
A visual timeline of key events enhances investigation clarity, moving beyond static data to an interactive view. (Planned integration with third-party tools.)
Enhanced Link Analysis
We planned to improve relationship mapping between involved parties, providing a more intuitive and enriched visual representation of connections.
Geo-Location Mapping
Instead of static data, we introduced an interactive geo-mapping experience, offering investigators a clearer spatial view of all involved parties.
Seamless Cross-Platform Integration
Fraud investigators can escalate alerts into cases with full context, ensuring a smooth handoff and reducing redundant data entry.
Final Outcome & Conclusion
- Faster investigation process due to reduced manual data entry.
- Improved fraud detection efficiency with enhanced visualization tools.
Conclusion
- Although this was a promising project, it remained in the ideation phase due to shifting priorities. The foundation was laid for a modern, investigator-friendly case management system, with significant improvements in efficiency, automation, and user experience.
