Bank of Investment and Development of Vietnam/Summer 24'
Enabling 36,000 bank employees to accelerate board approvals and streamline enterprise decisions
Introduction
The Bank of Investment & Development of Vietnam (BIDV) is the largest commercial bank in Viet Nam and an established financial institution for the Vietnamese people since 1957. I joined the company’s Digital Banking Division in May of 2024 as an intern and the youngest member of the UI/UX Team of 8.
"With its great advantages in customer base and fintech network, BIDV is aiming for 80% of the bank’s customers having access and using BIDV e-banking products by 2025." - The Asian Banker
Setting the Scene
About B.One
Within B.One, the bank's first-ever internal management platform, one of the main functionalities is to let employees handle documents entirely on digital environment, supporting users at all levels of management to monitor work anytime.
Project Scope: Within BIDV's B.One digital transformation, I was assigned to redesign the Board of Directors' document review workflow - the critical final stage where the bank’s governing body makes strategic decisions affecting its employees and millions of customers.
The Design Process
Understanding the Employee’s Experience
To understand the end-to-end document flow from first-principles, I created a hierarchical task-analysis diagram (HTA). I was able to get a better idea of the physical requirements for this rather complex system.
Identifying pain points
Building on initial research, I shadowed five power users from Finance, Admin, and Tech departments as they processed live documents in real-time.
HMW give authors real-time visibility into their document's status, progression and omnichannel feedbacks into one unified audit trail?
The Challenge
Bringing Clarity to Board Decisions
Board members needed an efficient way to review and navigate votes and comments across multiple proposed amendments. The interface needed to answer two critical questions:
What has each director said across all items?
At what stage is each item in the approval process?
This can be done through several ways:
People-first — show each director and their stance across all amendments (who said what)
Item-first — open an amendment and browse grouped votes/comments (what the feedback is about)
Decision-first —scan a list of amendments, then expand one to see voters and justifications (what all the items are)
I explored three distinct UI approaches, each optimizing for these 3 different mental model
Comparisions between iterations of the "Task Processing" page
The Chosen Design
Combining the best of all worlds
After three iterations, I realized that instead of optimizing for one mental model or the other, I needed to create a solution that seamlessly supported all, using these concepts as a base. This constraint led to the segmented pattern as the chosen design.
Design Challenge #2
Lack of System Status Visibility
Users couldn't track document progress through the approval workflow, creating uncertainty and requiring manual follow-up to understand where items stood in the process.
The Solution - thinking about the small details
I designed clear status communication through multiple touchpoints:
Real-time feedback: Toast notifications confirm user actions
Status indicators: Visual cues show whether documents have passed, need approval, or require attention
Progress tracking: Users can see exactly where each document sits in the approval pipeline step-by-step
Our primary users were senior executives with varying levels of digital fluency. This meant every interaction needed to be self-explanatory—no assumed knowledge. That’s why breadcrumbs, tooltips are important, ensuring users never felt lost or uncertain about their next action.
