Situation

Members look to the Bank for competitive auto loans in a member facing experience.

Timebox

The car loan application was a six month project spanning two Program Increments (12 sprints).

Problem

• Members do not routinely purchase vehicles and are confused by the process
• Members do not understand financial jargon and processes
• The loan application flow was disjointed from periodic, uncoordinated updates without considering the wholistic user experience
• Content updates are difficult and time consuming due to legacy technology
• Legacy technology stack did not leverage the brand design system
• Customer service is difficult because Bank Employees see different screens than a User.

Task

• Bring the car loan application into compliance with the Design System using current technology stack.
• Create educational opportunities to increase user understanding in the process.
• Organize the car loan application for user comprehension and confidence
• Bring the car loan application into compliance with the brand Design System

Action

• Information chunking the application into similar, manageable units which people can easily process
• Provide contextual and reference educational opportunities
• Align the user interface to the brand Design System

My Role

UX | UI | IA | Management

• One of two designers creating and testing solutions

Result

• Users are confident in the car loan process
• Users understand the car loan process and the steps involved
• Increase in percent of completed self-service loan applications
• Branded and coherent user experience.
• Increase percent of completed self-service loan applications.