The Branch Desk, screen by screen

One desk for the whole company: less to learn, no more Excel, only actions

EHFL runs on a field team that changes often. Every new joiner today inherits a folder of trackers: the DRM stuck-cases sheet, the reply tracker, the morning commitment mail, the evening status mail, WhatsApp threads per case. Learning all of that takes weeks — and we lose people before the weeks are over.

Log in → your screen only → the same three buttons → the same day cycle

Who sees it: Everyone. This is the pattern; sections 2–8 are the departments.

Access is by role. Whoever logs in sees only their own desk — an RM his files, a BCM her credit queue, state legal its state — with the numbers of everything they own. Nobody navigates anywhere: the screen IS their job. (In this prototype the tabs across the top stand in for login — each tab is one person's whole world.)

The standard strip — same position on every single screen, every role

The day cycle, company-wide:

Every time, threshold, list and target on any screen carries the ⚙ mark — it is a Settings row an authorised person edits, never code. Nothing on any screen is static except the header and footer.

Hello, Sanjay — 7 cases need you before you leave today

Who sees it: Every RM, on their phone, in English or हिंदी (one tap on the language button, and the choice sticks).

The RM opens the desk and reads a sentence, not a dashboard: “Hello Sanjay — 7 cases need you before you leave today”, with a progress bar that fills as he works. Below the standard three buttons, his cases are already ranked — the system puts money closest to disbursal first, then customers who said yes, then anything late. He starts from the top. No menus, no filters, no training.

The morning plan — one screen, five numbered sections, one submit

The submit button reads back the whole commitment — “Send to my manager — 2 login · ₹19.4 lakh · 2 ADR · ₹21k collect” — one tap, plan filed, button turns green and locks. His DBM (or DRM where there is no DBM) accepts it or puts his own number by 10:30; the RM sees which happened, openly: “manager set 3 (he said 2)”.

The evening, he taps the green button and sees his own said-vs-done, line by line — logins counted from LOS, payouts from the LMS record, ADRs and collections marked from the system. Nothing is self-declared; in the prototype a “Demo: mark recorded” button stands in for the LMS entry and says so on screen.

One card, one main action — and everything anyone writes shows on the face of the card

Who sees it: RM, DBM, DRM — this same card and sheet is the whole action system.

Each case is a card: customer name and amount on top, the stage in plain words (“Loan approved — ready to pay out”, never “P1/SUD”), then the truth lines: late or on time, an alert if the system spotted something (“Approval ends in 6 days”), who it is waiting on or what the customer said on WhatsApp, and — this is the part that kills the Excel — a live line showing the last thing anyone wrote on this case: ▸ Customer bringing sale deed Thursday, plus “4 updates · last by Nagesh (BCM) · 11:20 am”. The moment anybody in the company saves anything, the face of the card updates for everybody, RM to HO. One red main button carries the single best next step — the system chooses it (table below). A grey More opens everything else.

Which main button appears — the system decides, the user just taps

The sheet behind the buttons — every tap and what it changes everywhere

Approve the team's plan · run the branch's day · close it with zero silent files

Who sees it: DBM (his spoke), DRM (hub + spokes — the “All branches under this DRM” tick shows the whole cluster). Simple view by default; Full view one tap away.

The DRM's simple view reads like the RM's — same greeting, same three buttons, same cards — because the design rule is one shape everywhere. His differences: the plan button says Team plan — 3/16 in, and a My team line shows RMs with no activity this month in red.

Team plan → branch plan → everyone's plan

Full view — the working table (one tap on “Full view”)

The queue picks the files — first in, first out. You pick how many.

Who sees it: BCM logs in to their branch queue; regional credit (U2) sees the state and accepts BCM plans. Zonal (U3) and central (U4) the same pattern, one level up.

Credit's screen is its live queue: every case waiting on credit in the state, oldest first, value held, chases awaiting reply — with the same three buttons on top. The plan is where the discipline lives:

Credit — plan my day (one screen, four sections)

The submit reads: “Send to regional credit (U2) + DRM Shrishail — 3 decisions · 1 PD · 1 visit · 2 ADR” — the plan goes to the department manager (U2) for acceptance and to the DRM, the administrative manager, who sees it inside his branch plan. In the evening the same screen shows each decision, PD (with its mode), visit and ADR as done or pending — from LOS records. Chases from branches land in credit's Messages; replies (“Cleared”, “Need something from branch”, “Will clear by date”) go back onto the case card the branch is watching.

Five real pools, tick today's closures, one submit

Who sees it: Branch ops per branch; state ops accepts and runs the same pattern at state level; HO ops payment authorisation shows as its own queue.

Operations logs into its queue — dockets to print and send, OTC/OPS closures, payment authorisations pending — and plans from five pools on one screen: Send file / docket (real, from the loan system) · OTC / OPS closures (real) · Handover · CERSAI · PDD (the post-disbursal ledger — stand-in rows in the prototype, clearly labelled, real shape) · Ops ADRs. Tick, submit — “Send to state ops — 4 closures today”. Evening: each item done/pending; Close my day forces a next-action date + comment on whatever is left, exactly like everyone else.

A new seat at the desk — the CM plans collections like sales plans logins

Who sees it: Collection managers (named from HRMS by employee code). RMs also carry a collections section in their own plan — the field collects together.

The CM's screen lists overdue accounts oldest-bucket-first, colour-striped: green 1–30, amber 31–60, red 61–90 and beyond, write-off flagged. Masked account ids only — no customer names or numbers, calls on the masked line. Plan my day pre-ticks the oldest accounts; the CM adjusts and submits number + ₹. Evening shows collected vs committed from the LMS feed (demo buttons stand in and say so). The data shape is exactly the joined loan store (od_live, emi_live, bounce_months, wo), so production wiring is a feed, not a redesign.

Same desk, their queue: cases to clear + their ADRs

Who sees it: Cluster/state legal; branch→zonal technical. Each is its own login and screen.

Legal and Technical each get the full pattern: their state queue (title/valuation cases oldest first, branch and stage on every line), chases from branches in Messages with one-tap replies, and a two-section plan — cases I will clear today + ADRs raised by us — submitted to the state legal manager / zonal technical, with the DRMs informed. Their replies and clearances appear on the branch's case cards the same second, which is the whole point: the branch stops calling to ask.

Chase → deliver → reply → escalate → tag: one flow, visible to everyone on the case

Who sees it: Every role — the third button of the standard strip.

Today a chase is a WhatsApp that dies in a personal chat. On the desk, the message and the case are one thing:

Every arrow above is an event on the case diary — timestamped, named, undeletable. The escalation and reply machinery runs in the backend; what people see is just this one Messages list and the lines on the card.

Four tabs: Standards · Morning plans 10:30 · Evening result 7 pm · Leaderboard

Who sees it: Regional heads (their cluster), state heads, zonal heads, business head, MD — each lands on their own span, read-only where it should be.

This is the management floor of the same building — every number on it is the sum of taps you saw in sections 2–7, minutes old, and every drill-down ends on a real case card with a real thread.

Every ⚙ you saw is a table row an authorised person edits

Who sees it: MD office / CBO office with maker–checker; auditable.

Deadlines (9:30 / 10:30 / 7:00), every TAT, the escalation speed, the FIFO floor, the PD floor, status word-lists, drop reasons, targets by branch age (0–6 / 6–12 / 12+ months, effective-dated), score weights, leaderboard thresholds, languages. Change a value → every screen in the country shows it within a minute. That is what “dynamic business” means here: the desk bends to the business, the code never has to.

Each offline artefact, its replacement, its retirement trigger