Description
I undertook a complete redesign of the Moneyboat portal with the primary goal of reducing inbound customer inquiries while enhancing the user experience by offering customers streamlined and intuitive access to their loan information. Acting as the sole designer on the project, I was responsible for overseeing all facets of the product design process, from user research and wireframing to prototyping and final implementation. My focus was on creating a sleek, seamless, and user-friendly interface that not only met the business objectives but also improved customer satisfaction by simplifying complex processes and interactions. This approach ensured a cohesive and efficient user journey that aligned with both customer needs and the company's operational goals.
The Problem
The problem with the current portal is that it is very outdated and not responsive for mobile. The experience is bland, the interface is clunky and it doesn’t really motivate customers to return and take out a new loan.
The Idea
We wanted to give it a fresh look and feel (new style guide), with improved user experience to help customers manage their loans, hassle free, and simple to understand with updated features.
The Solution
We developed a design that gives people answers before going to phone chat, saves employee time and allows them to get repayment information. The apps features increase lifetime value, and rate of new customers becoming returning customers.
Redesign Goals
The product is largely locked to a desktop presentation; over half of the audience is on mobile, so restructuring as a multi-device, is hugely important. The revamped design system will also allow other designers to make consistent and effective changes across all devices from this, and users will have a unified experience.
User Experience Goals
○ Simplify the experience to work consistently across all platforms without losing functionality.
○ Be consistent with inputs and functions.
○ Maintain visibility of the payment progress and notifications to show payment is due to minimise missed payments.
○ Increase confidence on each step to reduce input errors.
○ Be clear with the content hierarchy; titles, dates, subordinate items, microcopy, buttons.
○ Draw from real world concepts and patterns to increase user confidence.
Business Goals
In a nutshell: make it simple and fast, reduce missed payments, reduce support tickets, and increase number of returning customers.
Pain Points
○ Settings are difficult to find.
○ No clear hierarchy, inconsistencies across layouts and presentation.
○ Difficult to track progress and see when the next payment is due.
○ Notification for missed payments is not visible.
○ Not mobile friendly.
○ Built on old technology, lots of spaghetti, cumbersome to maintain.
User Flow
We worked on the entire dashboard/app flow which takes you from the entry point through a set of steps towards a successful outcome and final call to actions of the product. The aim was to make the user journey as smooth and pleasant as possible for the customer.
Sketches
After research we started sketching various sections for the portal. Main target on this stage is to create the right structure of the whole portal. Some of them stayed the same until the final version, while others changed a lot.
Wireframes
After finishing the sketching we started with wireframes. We tested a number of scenarios Main target of this stage is to solve complex challenges. These prototypes have been developed with the elimination of various problems and some of them are shown here.
Style Guidelines
The Result
The new designs successfully decreased “missed payment rates” and the new dashboard provided answers quicker to customers which made the Customer Support and Collections Team more efficient.
