"Pepper's first B2C Personal Loans Product "
Pepper launches their first B2C Personal Loans product - a purely online experience - the first in Australia where a consumer can get an estimate, apply for a loan, verify identification, upload supporting documents and then get approved - all within 30 minutes.
MY ROLE
This project took place in 2016, where I contributed as the UX / UI Designer for the application and loan portal.
My vision was to create a place where consumers could apply for a loan and get approved for a loan in the same sitting. Currently, consumers in other financial institutions get kicked out the online experience after application for credit and risk assessment. We have innovated this process so Pepper's consumers can get a purely digital-end-end experience.
I was responsible for leading requirement & ideation workshops internally, user research, creating personas/archetypes, task models, prototyping, information architecture, content strategy, art direction, testing and UI design.
Discovery
Business Requirements
Research
Persona / Archetype
Analytics
Design
Sketching
Wireframing
Prototype
Information Architecture
Validation
User Testing
Amends
UI Design
Visual Design
Usability Review
CASE STUDIES
This was the first time a consumer had a seamless digital-end-to-end application loan experience. Previously the process for the consumer would stop after the application for credit and risk assessment, which was a manual process. By applying a Pepper Scorecard in conjunction with a traditional credit report institutions, an innovation in the current process could be created where the customer could be given an approval digitally. This bridged the lag time usually experienced and the consumer could immediately embark on uploading supporting documents & identification checks before final loan approval.
In 30 minutes the user could:
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Get an estimate for a personal loan
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Apply for a loan
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Application of financial scorecard from Veda, credit & risk assessors
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Digital identification systems for verification & supporting documents using Jumio and bankstatement.com.au
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Approval of loan
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Access to their loan portal which offered features such as payment holiday and choosing what date their payments were debited from their account
To view the Pepper my Unsecured Loans portal that I was the UX/UI Designer:
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The calculator language is in the form of a story which personalises the journey. This reinforces the message that Pepper is listening to their story and wants to help.
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Repayment Calculator
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There is a clear progress tracker so the user knows what to expects and where they are in the journey. An easy-to-use stepped process helps users avoid frustration and successfully complete a primary task.
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Application
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UX Research uncovered that the most frustrating thing about financial information is the jargon. The user becomes apprehensive, as they do not understand the financial jargon, causing anxiety. By having the jargon clearly explained alleviates stress.
Another progress tracker is added at each section, breaking it up into multiple logical and numbered steps so that the application process which can long feels palatable to the user.
