UX strategy for integrating a new process into an existing workflow

The team conducted interviews with working adults to understand their expectations about credit card application processes. We then developed a user persona based on data from the user interviews.

Janna is the eldest child of 3 who lives with her parents. She likes to do things online like working from home, managing her online business, keeping up-to-date with trends, and catching up with friends through social media. She is looking into getting her first credit card for purchases she needs for her business. She uses the BTS TelCo e-wallet and has a verified account.

She works, shops, and connects with friends online.

She does things by herself so she can follow her schedule.

Reworking tasks frustrate her

She finds manual processes very tedious and tiring.

The team then identified a happy path that covers the process from 1) discovery, 2) comparison, and 3) application. We determined which relevant information should be shown at each stage of the application.

Username

Phone number

Password

List of credit card options

Credit card name

Unique selling point for each card

Key features

Benefits

Monthly income

Credit card name

Benefits

Fees and charges

Eligibility

Documentary requirements

Personal information

Address

Contact number

Employment information

Document upload

Application form

Terms and conditions

Privacy policy

OTP

Application verification

In designing the user interface, the team built a system that allowed each member to work independently. We used the standard type scale and components from Google Material Design as a framework to save time given the tight project timeframe.

During the project, I was able to integrate systems thinking and intentionality in the design process.

We used progressive disclosure to show information based on which stage the users are in. The first screens show feature overviews to easily compare options, while more details are revealed as they get closer to submitting their application.

According to Nielsen (2006) using ‘progressive disclosure’ to help users prioritize information ‘improves learnability, efficiency of use, and error rate’.

With this project, I have learned how to apply the basics of using Google Material Design components. Using the design system helped the team build the foundation of the UI design in less time than designing custom UI kits.

Determining components and interactions that will be repeated across screens made iterating more systematic as the team collaborated on making our individual designs cohesive.