Kopra Mandiri Wholesales: A UX Revamp Journey
Kopra by Mandiri, a leading wholesale financial platform in Indonesia, needed a UX revamp to better serve its diverse corporate clients. The platform offers Digital Treasury, Working Capital, Ecosystem Partnerships, and Business Intelligence services to major industries. Our team was tasked with transforming the platform into a more intuitive and professional experience that addresses specific industry needs.
This case study details our journey from research to implementation, highlighting the methodologies, challenges, and solutions we encountered along the way.
The Challenge
The platform was functional but faced several key challenges that affected users across all industries:
- Complex navigation through financial services creating inefficient workflows
- Limited financial data visualization in dashboards for industry-specific needs
- Inconsistent experience between different modules causing user confusion
- Inadequate mobile capabilities delaying critical approvals
- Industry-specific pain points affecting user productivity
Our mission: Create a professional platform that enhances productivity, simplifies transactions, and provides a cohesive experience for businesses across all sectors of the Indonesian economy.
Phase 1: UX Research — Understanding the Ecosystem
Industry Context Analysis
We began by analyzing Kopra by Mandiri’s position across the entire Indonesian business landscape, studying how the platform serves various industries with distinct needs:
- Automotive Industry
- Mining Sector
- Securities Companies
- Manufacturing
- Retail Chains
- Agriculture
- Healthcare
- Education
- Hospitality
- Construction
This comprehensive industry approach ensured we understood the full spectrum of user needs across Bank Mandiri’s diverse corporate client base
Stakeholder Interviews
We conducted in-depth interviews with the Kopra by Mandiri team, including:
- Product managers
- Relationship managers for key accounts
- Financial product specialists
- Technical implementation team
These conversations revealed internal perspectives on client needs, technical constraints, and business objectives for the platform.
User Research Insights
Our comprehensive user interviews and surveys across multiple industries revealed several key insights that shaped our redesign:
- Cross-Industry Pain Points
- Industry-Specific Challenges
- Common Positive Feedback
Phase 2: User Interviews and Persona Development
Interview Process
We recruited 15 current users across different business categories and conducted one-hour sessions with each. Our semi-structured interviews explored:
- Their business workflows
- How they integrated Kopra into their operations
- Pain points in their current experience
- Features they wished existed
- Their tech literacy and preferences
Phase 3: Usability Testing — Identifying Critical Issues
To validate our research findings, we conducted moderated usability sessions with 15 users across our key industries. Participants attempted common financial tasks while sharing their thoughts, revealing significant pain points that impacted their daily operations.
Based on these insights, we developed interactive prototypes using Figma. These prototypes addressed the key pain points with redesigned navigation flows, customizable dashboards, and mobile-optimized interfaces.
Phase 4: UI Design — From Concept to Experience
Guided by our usability findings, we developed a comprehensive redesign that transformed Kopra’s user experience. Beginning with sketches and wireframes, we evolved our concepts through multiple rounds of testing and refinement.
The dashboard was reimagined from static, text-heavy displays to dynamic, modular interfaces with role-based views for different financial functions.
Conclusion
The platform now serves as a central financial hub for businesses across Indonesia, enabling more efficient workflows and providing the industry-specific tools that corporate clients need to thrive in their respective sectors. What began as a UX research project ultimately delivered tangible business value, making Kopra by Mandiri an essential partner in Indonesia’s economic ecosystem.
