After establishing some draft solutions and presenting this stakeholders, a user flow was approved and then submitted to create the high fidelity screens.
• UI/UX Design
Problems
Some previous problems included confusion and frustration for customers around what types of loans were available.
For example -
Users were confused about what the differences were between loans for 'special occasion' versus 'something else'.
Technical terms and conditions jargon that made it harder for users to comprehend.
Certain tools, such as finance calculators weren't obviously grouped together which made configuring loan details more difficult.
Working closely with UX research and designers, we introduced an easier way for users to navigate the home page using a 'needs' based selector that points them to different products.
Outcomes
User testing were conducted with card sorting exercises on how loans should be grouped and named.
Feedback from users on where and how terms and conditions are presented.
A/B tests were completed in showing which journeys were the most efficient and resulted in higher satisfaction and desire to apply for a loan.
The end result was creating a page featuring 2 main products - loans & cards - more prominently - on a dedicated page.
Loan types are grouped together at the top of the page, as well as re-visiting the copy and terms used to describe the product and related terms and conditions. User flows optimised, less clicks for users to both acquire loan information, and successful loan approval.
Later analytics proved an increase in successful submitted applications and higher approval rates on loans and cards.
UX screens / user flow concepts are not available
Documentation site design - Used as a one stop shop for all stakholders
Featuring component documentation for designers and developers
Provinding an interactive playground and code snippet library for developers
