TBank (ex. Tinkoff bank) Is not just a bank, but an online ecosystem and super app integrating financial and lifestyle services, recognized as one of the world’s largest and most profitable independent digital banks. With over 45 million clients, Tinkoff delivers a comprehensive range of services that blend seamlessly to support users’ financial and everyday needs.
In the banking sector, the topic of Arrestments and security measures understandably triggers a strong negative emotional response from clients, leading to a high volume of support inquiries. My main goal was to reduce these inquiries by creating a dedicated section to explain and clarify this stressful process, making it more transparent.
I joined the project as the solo product designer after an initial interface concept had already been created by another designer. However, the design had become outdated, missing key features such as transaction visibility, payment options, and detailed collection information. Additionally, some data was outdated. Together with the product manager, we began gathering fresh data for the feature. This involved collaborating with various teams and consulting legal experts on language and user actions.
Notification from the bank:
The bank sends an SMS notifying the client about the start of the collection process.
During payment attempts:
The client might discover the issue when their payment fails because their accounts have been reduced to zero or negative balance.
In the mobile banking app:
Upon running the app, the client can see a negative balance or find details about the write-off in the transaction history.
On the State Services portal (Gosuslugi):
Information about the debt collection might appear on Gosuslugi earlier than in the bank's system, allowing the client to learn about it in advance.
55% Active Clients: These clients had funds in their accounts either before or after the arrestment.
10% Immediate Payers: The debt was cleared on the first day after the arrestment was imposed.
16% Have Credit Products: These clients are at risk of loan delinquency due to their existing credit obligations.