In this case study, I showcase my proficiency in initiating and executing research plans to inform the design of a loan servicing mobile app. This project not only allowed me to expand my collaborative skills but also led to the conceptualization and design of an efficient mobile app for loan servicing agents at Pepper Advantage.

Project Overview

In my role, I played a crucial part in shaping ideas and designs for a mobile app designed specifically for loan servicing. This app aimed to assist field agents in their day-to-day tasks, including visiting and negotiating with debtors.

The project's foundation is a web app that effectively handled multiple loan campaigns.

In this web app, managers were able to assign accounts to field agents, forming the foundation for the mobile app development.

The main focus and direction when designing the app was to enable loan servicing agents to efficiently manage daily tasks with a user-friendly mobile app, streamlining workflows.

Research Initiatives

I conducted initial research(User Surveys/Interviews) to understand the workflow processes of loan servicing agents, from assignment by managers to the end-to-end visit process. This guided the entire design process, where I ensured the stakeholders and the product team gained a comprehensive understanding of these initiatives.

User Personification and Feedback Analysis

User interviews facilitated the personification of a typical loan servicing agent, focusing on their needs to guide the mobile app's development. This centralization on user needs was pivotal for a user-centric design.

User Flow / Screen Design

Creating a user flow, supported by screen grabs from various apps, allowed for effective communication of design intentions. This phase enabled refining design ideas within business and development constraints.

Additionally, an analysis of the existing app used by agents provided insights to enhance user experience based on their pain points.

Implementation and Collaboration Impact

Research and collaboration shaped the mobile app design, meeting user needs and delivering a mature user experience.

Collaborating with another UI/UX designer resulted in the successful development of the mobile app's design system and guidelines.

I also was able to give the different teams a proper run through of the initiatives and ideas that could be set for further exploration, allowing a clear understanding of next steps.

Validation Initiatives

Despite timeline constraints leading to an early launch, I was able to establish foundations for user validations, testing flows through scenarios, establishing a feedback loop, and providing training sessions.

This integral step in refining usability opened opportunities for ongoing research and exploration through a collaborative culture.

End

This case study illustrates my proactive, collaborative approach, highlighting the integration of research and collaboration in creating a user-centric and mature user experience for the mobile app. Explore the designs of the finalized app here!