FinTech • Enterprise UX
Asset Finance Application
Year
2021
Client
I&M Bank
Role
UX Design, UI Design
Duration
6 months
Overview
I designed an online asset finance application for I&M Bank to replace their manual, time-consuming process. The goal was to simplify the customer experience, improve application efficiency, and enhance brand loyalty.
Challenge
The existing asset finance application was lengthy, complicated, and entirely paper-based. Customers found it frustrating, and bank staff struggled with inefficiencies. A digital solution was needed to automate and streamline the process, improve customer experience, and increase conversions and revenue.
Key Findings & Outcomes
Research Findings
- ✔Users prefer an online application process for convenience
- ✔A fast turnaround time is a priority for applicants
- ✔Pricing and interest rates heavily influence decisions
- ✔Customers struggle with complex financial jargon and lack clear information
Key Enhancements
- ✔Faster, more intuitive form completion
- ✔Clear progress indicators for users
- ✔Flexible repayment plan options
- ✔Integrated help tooltips for financial jargon
Key Learnings
- ✅Strengthened my design thinking process by applying user-centric research
- ✅Improved my visual design skills using Material Design principles
- ✅Developed a component library for scalable design systems
- ✅Gained deeper empathy for users by engaging in direct interviews
Results
Successful digital transformation of paper-based process
Improved application completion rates
Reduced processing time by 60%
Enhanced customer satisfaction scores
Increased operational efficiency
Strengthened brand reputation in digital banking
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