Personal Area - Mortgage Product
Project Year: 2023
Project Overview
This project involved creating a personal area for customers who took out a mortgage with the company, where they could easily view all the details of their mortgage. The goal was to provide customers with a user-friendly experience, reduce the load on customer support, and enhance the company’s service level.
Project Objective
The main goal was to create a personal area that would make it easy for customers to access their mortgage information, reducing the need for customer service inquiries and improving customer satisfaction.
Challenges
The primary challenge was to display all mortgage details in a way that would be easy for customers, even those with limited financial knowledge, to understand. It was also essential to ensure that users could easily perform actions within the personal area.
Work Process
1. I met with the product manager, and together we created a detailed flowchart outlining the important information to present to customers. We also consulted with a senior mortgage manager to ensure we were meeting the company’s business requirements.
2. I designed a wireframe based on these requirements and presented it to the senior managers in the mortgage department. After reviewing and making improvements, we ensured the screens met both business and customer needs.
3. I then developed a full design prototype, including animations created in After Effects, new components, and screens tailored for both desktop and mobile.
4. Finally, I created a detailed specification document for the development team, including design links and requirements for each screen. I met with the team to ensure everything was clear to avoid issues during development.
Results
The design aimed to simplify the user experience by using light colors and a minimalist approach, showing as much information as possible on the first screen. I also added the ability for users to open customer service requests directly through WhatsApp, which greatly enhanced the user experience.
Impact and Results
After the product launch, we saw a more than 50% reduction in customer service inquiries, proving that the product achieved its goal. Users gave highly positive feedback, stating that the personal area provided much-needed access to their mortgage details at any time, saving them from waiting on customer service calls.
Personal Contribution
I was responsible for the entire UX/UI design process of the project, working closely with the product manager, the mortgage team, and the development team to ensure the product met high standards and addressed both business and user needs.