Unsecured Lending
A financial companion for any aspects of your life
THE PROJECT
Scope of work: UX research, UX/UI design
Time: July 2021 - January 2022
Banks, nowadays, have become adept at focusing transformations on customer journeys - the process that customers go through to meet a need, such as opening an account, borrowing money, or securing help with transactions or payments. In a bigger context, the project represented an initial attempt within a long-term and holistic transformation of a local bank towards its change organisationally.
THE DESIGN
The piloted products (later adapted to product lines) were designed to benefit customers through customisable features and clear procedure, while also empowering the bank's loan officers in their work.
THE PROCESS
Traditional banking processes often struggle to meet evolving customer expectations, particularly in unsecured lending, where speed, transparency, and personalization are crucial. Customers seeking financial support encounter complex application procedures, unclear product offerings, and lengthy approval times, leading to frustration and drop-offs. At the same time, loan officers face inefficiencies due to rigid workflows and limited tools for assisting customers effectively.
The series of tasks divided into ‘sprints’ that involved UX researcher and UI/UX designer are summarised hereunder:
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