Credit application management
Conext
Flexigroup sell credit cards all around New Zealand to provide longer term finance options to consumers. These consumers can apply for a card online, however most of these purchases are ‘one-offs’ to get interest free deals on larger items, these applications and sales are made in store.
Problem to solve
Currently retailers struggle to put customers through their in-store application process due to a poor user experience in the Flexigroup portal. This has lead many retailers deciding to push customers to use Flexigroups competitors instead.
Process
As the sole designer, I kicked off the project by conducting user research in stores throughout Auckland, New Zealand. I asked retailers about their pain points and how they used the portal to gain valuable insights for moving forward.
One of the key painpoints I found was that retailers struggle to see if consumers are already in the system or not and end up either a) asking the consumer to complete another whole form again or b) push them to a competitor who is easier to use.
With these insights in mind, I began to build out the customer flow and create wireframes. Throughout the design process, Flexigroup provided regular feedback, which allowed me to refine the design until we arrived at the final product.
The impact
The fresh portal has a much more refined look and feel, while providing retailers with the tools they need in order to complete their sales with ease.
Starting a new sale is now at the forefront of the dashboard as well as retailers being able to see the status of their current applications. Searching for existing customers is now much simpler and allows the retailers to filter down to find exactly who they need to in such a large database.
The application process has been refined and shortened, this project involved a lot of challenging what consumer information is mandatory vs what isn't.
