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Loan Banking API: Service from B2C to B2B 

CHALLENGE

Outsource the B2C loan service to B2B, enabling companies to offer their customers Itaú's loan

CLIENT

Itau-BBA-apresenta-nova-identidade-visual-e-posicionamento-1-1024x576.webp

THE TEAM

Service Designer

Product Manager 

Tech Lead

3 Back-end Developers

QA Developer

This is an initiative of the IaaS (Itaú as a Service) and Itaú BBA, one of the most successful business line of Itaú. The main goal of the IaaS is to outsource Itaú's B2C banking products to B2B throughout APIs, connecting business partners with real customers. 

Service Vision

Enable companies outside the financing industry to offer financial products and services by providing a comprehensive personal loan service through our business partners and technology integration. Leveraging the expertise of the largest bank in Latin America, handling the entire process, including risk assessment, disbursement, operation, collection, and accounting, for IaaS franchises (B2B).

Managing the numerous stakeholders and processes required to implement an external lender platform is the project's greatest challenge. Each team operates independently with distinct roadmaps, goals, and business requirements.

To address this challenge, the product manager handles the business requirements, while the service designer focuses on processes and the needs of the customer and commercial team.

Stakeholder-Map.jpg

Jobs to be done

The service enables our two primary users —the borrower (final customer) and the franchisee (IaaS customer) — to perform a range of essential actions.

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The lender partner will be the source of all the information and not a user. 

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Based on the jobs the service should allow the users to do, a event mapping diagram for the tech team was made. 

BORROWER JTBD

  • Sign Loan Contract

  • View Contract and Remaining Instalments

  • Pay Loan Instalments

  • Pay Overdue Instalment(s) 

  • Simulate Loan and Configure as Desired 

  • Pay Off All at Once

  • Issue Payment Slip For Tax Reasons

  • Accept Consultation in SCR (risk assessment Brazilian system)

  • Anticipate Instalment Payment 

  • Consult Income Tax 

  • Renegotiate Loan (create new contract)

  • Cancel Loan Contract (within 7 days)

FRANCHISE

  • View Their Clients' Contracts

  • Cancel and Pay Clients' Instalments

  • Configure Loan Settings 

Service Blueprint

For the service development and structure, three blueprints were created to capture customer interactions and needs. Each blueprint focuses on a different key stage: Acquisition, Setup, and Support.

→ Acquiring: Contract Sign-Up

→ Settings: Manage Contract 

→ Support: Customer Service ​

CONTRACT SIGN-UP

User Journey

Frontend journey for the end user via the franchisee platform.

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