My role

For 2 years of work in the company I was responsible for 5 compliance projects. This time was no exception. Conducted analysis of competitors, developed and defended to management the concept of a new page that would meet the requirements of the regulator. I was the lead designer on the project.

Objective and Key Results (OKR)

Objective: implement the regulator's requirements, reduce conversion losses

• Completed the work design in 2 months
• Conversion decreased by less than expected
• All the requirements of the regulator have been implemented

Steps

1. Gathering information for work
2. Creating the concept
3. Processing of details and states of the system

1. Gathering information for work

Process

Due to the lack of time for the project, all changes to the interface should be minimal, but the most effective. This required gathering a lot of information for processing.

First of all, the document from the regulator was processed by lawyers to understand the requirements of what exactly needs to be done with the interface. Lawyers, together with the product owner and business analyst, set a priority. I researched the task and wrote a series of comments that expanded the task several times, as the priority is set without taking into account the different states of the system.

According to big UX research conducted by the company, it is known that users take loans from several companies at the same time. This means that our new interface cannot be significantly different from competitors, as it can be unusual and inconvenient for customers. I analysed the main screen of 8 competitors for strengths and weaknesses.

In addition, I worked with the staff of the call center to understand the most common user errors, as well as ordered an external user testing of our interface.

Result

• Compliance project requires adding 3 fields to the calculator. In order not to worsen the user experience, I suggested hiding the fields in detail, and leaving the primary information on the first screen
• The use of sliders is common for users, but there is a problem with the small step. To do this, add the + and - buttons
• First-time users do not notice the company's second product. Internal analytics allowed to remove it for unauthorized users, which allowed to raise the CTA higher

2. Creating the concept

Process

I developed 2 concepts:

• the first left the interface as is and add compliance requirements to the project
• in the second, I used the information gathered to improve the user experience

The new concept requires major changes to the interface, there were risks of not having time in the deadline regulator. The home page has not been improved for several years, so it was impossible to leave the page unchanged. Therefore, during the presentation of the concepts to the management, a middle option for further work was developed.

Result

3. Processing of details and states of the system

Process

When preparing layouts for developers, I need to work out an interface for:

• not an authorised user
• an authorised user who has not taken loans before
• an authorised user who has previously taken a loan

After developing layouts with details, I made a prototype for hallway testing. As a result of testing, changes were made to the interface and several states were improved.

Result

Within the 2 months of work I did:

• the analysis of competitors is carried out
• Q&A session with call center staff
• ordered external user testing
• the concepts of the new interface and agreed with the management are developed
• developed interface stands
• corridor testing was conducted