Project Overview
Overview
In order to assist users in achieving their personal and professional goals, Snappy is a digital lending application that employs artificial intelligence to forecast user behaviour on loan offers.
The problem
The loan enrollment procedure is becoming more laborious and time-consuming for users. Users are initially asked to fill out sensitive information, which many find uncomfortable.
Goal and Objectives
The project's objectives include making the app user-friendly, making it easier for users to apply for loans, repay loans, and keep track of their debt. The goals are as follows in the interim.
- Make the registration process simple, brief and easy.
- Users will have the option to add and remove numerous account numbers at any time.
- Users will be able to track their loans and view loans that have been granted and denied.
My Role
Solo UI/UX Designer
Duration
Nov 2022 - Feb 2023
Tools
My Design Process
Step 1
Understand
Understanding the problem better, considering various solutions, and understanding about the users and corporate goals.
Step 2
Define
I diligently observe the brand's target audience and users, uncover their pain points, and discover their needs.
Step 3
Ideate
To crystallize the product vision, prioritize features and functionalities, I Create user flows to highlight potential pitfalls and critical moments.
Step 4
Design
Diverging widely and investigating a variety of potential options. Testing, iterating, discussing, gathering input, and working through the issue are all part of the process.
Step 5
Testing/Refinement
I diligently observe the brand's target audience and users, uncover their pain points, and discover their needs.
Step 6
Handoff & Monitoring
Working closely with engineering and product to achieve a smooth transition. The task is not finished! I keep an eye on the product's performance.
Understand
I wanted to have an in-depth experience of how users feel and pass through so i conducted qualitative analysis
Qualitative Research
In order to better understand where they were having trouble with the several loan apps that were already available, I conducted interviews with consumers ranging in age from 18 to 45.
Some of the following questions were asked:
- Is the registration process tedious?
- How often do you use the loan app?
- Do you feel secured releasing sensitive information?
- Do you feel comfortable releasing your personal information before getting a loan?
- Do you get your loan immediately when you apply ?
How ever these questions helped me to know some of the users pain points during registration. I also get to know how to improve on the existing loan apps. However i was not satisfy with the result so i went to google playstore and apple store to get some reviews of users on the the various existing loans apps
Pain Points
After completing the interview and user reviews on Google play store and apple store, the following are the pain points discovered:
Lack of trust
Late arrival of loans
Complex User Interface
Network issues
Define
User Persona
I made a representatives based on the information I collected from interviewing users and reviews in order to gain a better understanding of their concerns and needs. I can now come up with better concepts.
User Journey
I designed a user journey map based on the user personas to capture the pertinent situations and pain points users may encounter after chatting with numerous target consumers about their real-life expectations and experiences.
Prioritization
Sign up process
- Users will not fill in their information till they explore the app and have need to apply for loans
Loan Process
- Make the loan application process simple and easy.
- Implement a loan level feature for users to see their next level of borrowing.
Customer Care
- Provide customer care support service for users to complain about any glitch that may arise
Improved UI
- Make sure the User interface is appealing and easy to navigate through
Repayment Process
- Make the repayment easy by providing either payment with card or bank transfer.
Ideate
Information Architecture
Design
Wireframe
The desired design solutions are shown in these low quality wireframe displays. However, this design aims to address the problems identified by user experience research.
Final Design Implementation
I then began colouring the design and giving it a more realistic appearance.
Onboarding, Sign up and Login Screens
The onboarding screen(s) are intended to help users get a basic understanding of the application, while the splash screen displays the branding for the app. The registration procedure was intended to be quick and easy, without too many steps. I moved the verification process to when a user needs to apply for a loan after going through the app.
Loan Verification
The user is informed about the loan verification procedure form and the time it will take upon registration. This only applies to first-time borrowers who want to apply for a loan. However, it is an important step that must be taken before a user asks for a loan
Loan Application
Upon loan verification, the user successfully apply for loan provided calculated by AI with the information provided by the user.
Repay Loan
Users are able to repay their loans with ease. Two repayment options was provided.
Other Screens
Empty State
Conclusion: Test
Usability testing
I conducted many moderated usability tests with a sizable number of individuals of various ages and gender. My research results showed what needs to be changed in the prototype to provide users with a seamless experience—sessions meetings for testing with users who represent the intended market. Unmoderated concept testing were also carried out.
Onboarding screens
After conducting an A/B test with the users, a few modifications to the onboarding page were made in order to simplify it and eliminate repetition. The application's information was designed on a single screen, sliding in at a 400ms rate. Instead of observing or bypassing the entire process, users simply swipe the button to proceed with the application.The majority of prospective users prefered the new design over the previous one.
Home Screen
The home screen has undergone a few modifications for convenience. All of the buttons' sizes were changed, and a new, specially made button was made for Transaction history. The majority of prospective users preferred the new design over the previous one.
Impact
SEQ AVG.
NPS Score
Completion Rate AVG.
SUS AVG.
WHAT DOES THIS MEAN
Lesson Learned
Receiving comments from prospective users and making all the necessary adjustments was a satisfying experience.
The process of developing a product from its first design concept to its finished, functional state is lengthy and exciting.
I gained the capacity to distinguish between my own presumptions and the results of the usability testing and user interviews.
Next Step
To ensure that the users like the product and that the pain points have been properly addressed, more usability studies should be conducted. A design is never final, so I'd like to make the required adjustments based on the results of additional usability tests.
