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Overview
Summary
Investigate issues with the old hosted solution and redesign a platform to connect partners with their audience's credit goals, empowering users to manage their financial futures.
Results
For Consumers:
Improved Usability: Enhanced navigation reduced user friction.
Updated Information architecture
Material change to their financial situation: Increased credit scores and 18% decrease in debt.
For Partners:
Custom branding capability: Expanded branding and customization options.
Modernized UI: Enhanced usability and workflow processes.
Accessibility: WCAG standards compliance.
Business Impact:
Revenue: Grew hosted solution to $20 million/year.
User Base: Added over 20 million consumers.
Onboarding Dev Time: Improved from 6 months to 4 weeks.
Productivity: 60% increase in prototyping and design development.
Cost Savings: Saved $5 million/year in ADA compliance costs.
Framing the problem:
The old hosted solution was outdated, confusing, and non-compliant with accessibility standards, negatively impacting user experience and partner satisfaction.
Pain Points:
Consumers: Complex interactions, confusing UI, lack of human-centered design, and limited features.
Partners: Unbranded interface, outdated UI, and non-compliance with WCAG guidelines.
My contribution
Role: Lead Product Designer
Accessibility: Ensured WCAG 2.1 compliance using manual and automated QA.
Research: Conducted heuristic analysis, competitive research, and user testing.
Design: Created wireframes, prototypes, and detailed documentation for developers.
Collaboration: Worked with Product and Customer Success teams to align business goals with UX solutions.
Quality Assurance: Verified design requirements using inspect tools and ARC toolkit.
The team
1 × Product manager
2 - Product owners
3 - Product designers
10 × Engineers
Process
Approach 🧭
Adopted a user-centered design approach, involving thorough research and iterative design processes. Initially, the following tasks were done to determine the direction of the product:
Heuristic Evaluation: Identified usability issues.
Competitive Analysis: Benchmarked against industry standards.
User Testing: Gathered feedback from consumers and partners.
Segmentation Study: Tailored design to specific user groups.
Challenges 🚨
Aligning stakeholder requirements from technology, product, marketing, and brand teams.
Balancing design improvements with technical constraints and capabilities.
Building a UI Library from scratch: The business chose not to use a pre-built library so we were also building a UI library from the ground up to facilitate the project's front end design.
Read about the UI library build
Solution 💚
Design Solution:
Developed a cohesive, modern design that addressed both consumer and partner pain points. Implemented a user-friendly interface, expanded customization options, and ensured WCAG compliance.
Implementation:
Created detailed documentation, component maps, and conducted training sessions for internal teams.