Snap Finance

Fintech Application

  • UX/UI
  • iOS/ Android
  • Wireframes
  • Flowcharts
  • User Interview
  • User Testing
  • Prototype
  • Ai
  • Pitch Deck

Project Overview


This project focuses on two key touchpoints: the customer portal and the store locator. Through user research and design thinking, we'll delve into how we're crafting a seamless and empowering experience for A.L.I.C.E. (Assets Limited Income Constriant Employed) customers, ensuring they can navigate loan and lease-to-own options with clarity and confidence. Get ready to explore the challenges and solutions that shape the A.L.I.C.E. journey within Snap Finance's digital world.

My Contribution

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  • Data-Driven Decisions: I presented stakeholders with clear KPIs and SMART goals, demonstrating the value proposition of specific features within the customer portal and store locator.
  • Crafting the User Journey: Through extensive wireframing and user flow mapping, I played a pivotal role in shaping the user experience – ensuring A.L.I.C.E. customers can navigate the portal and locate nearby stores with ease and efficiency.
  • User-Centered Approach: I actively participated in refining the A.L.I.C.E. user persona based on user interviews. This deep understanding of customer needs informed the design process.
  • Design Systems & AI Integration: I championed the use of design systems to ensure consistency across the platform. Additionally, I explored the potential of AI to expedite rapid prototyping and testing, optimizing the design iteration cycle.

The Problem:

Outdated Customer Portal

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• Friction in Payment Flows

• Limited Self-Service Options

• Early Buyout Complexity

• Unlocking Gamification Potential

• Store Locator Optimization

• Leveraging User Reviews

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The UX Factory Floor

Idea

• Conduct Competitive Analysis

• Identify Value Added

• Alignment With Customer

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Investigate

• User Research

• User Interview

• Rapid Prototyping

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Schedule

• Stake Holder Presentation

• Collaboration and deep learning

• Road Map

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Artifact

• Leverage Design System

• New Components  

• Archive and Repurpose

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Delivery

• Hi Fidelity Resources

• Documentatoin

• File Structure

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The Essentials

Focus on Functionality: Wireframes allowed us to prioritize user needs and information architecture before getting bogged down in visual design. This ensured features like easy payment flows and self-service options were clearly laid out.

Rapid Iteration & Testing: With wireframes, we could quickly experiment with different layouts and user flows for the customer portal and store locator. This facilitated efficient user testing with the A.L.I.C.E. persona, allowing us to identify and address usability issues early on.

Clear Communication: Wireframes served as a universal language for designers, developers, and stakeholders. They fostered clear communication and ensured everyone was aligned on the core functionalities before visual design began.

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Lets Take a Trip!

Bringing it together

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Our goal was to move beyond simply knowing ALICE’s financial limitations. We wanted to understand the assets they aspired to own, how they planned to integrate them into their lives, and how to get them there with minimal hurdles.

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By streamlining the vetting process, we aimed to empower ALICE to qualify for the products and services they need – all at an affordable cost and with a clear payment structure. Transparency and predictability were key.  Most importantly, we wanted ALICE to feel confident in their ability to pay off their loan within the timeframe chosen. This project wasn't just about financial access; it was about building financial stability and peace of mind for the ALICE persona.

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Driven Results

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  • Increased Self-Service Adoption: We saw a significant rise in usage of self-service features like account management and statement viewing. This empowers ALICE by reducing reliance on support channels and fostering a sense of control. (Target Metric: Increase in self-service transactions by 22%)
  • Streamlined Payment Flows: By simplifying the payment process, we measured an increase in payment completion. This translates to a smoother financial journey for ALICE, allowing them to confidently fullfil their monthly payment, ultimately increasing the probability of being aproved for second loan.
  • Improved Early Buyout Transparency: Clearer communication around early buyout options led to a rise in the number of customers taking advantage of this program. This empowers ALICE to potentially save money and pay off their loans faster.
  • Enhanced Store Locator Efficiency: With location accuracy improvements and integrated GPS syncing, we measured a decrease in time spent searching for local stores. This translates to a more efficient experience for ALICE, saving them valuable time and frustration.

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Adding more value

Now lets quickly explore the potential of future features focused on enhancing security and streamlining the loan application process for the ALICE persona. Here, we'll delve into the possibilities of integrating third-party software for ID and driver's license scanning and verification.

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Imagine this: ALICE is applying for a loan on Snap Finance's customer portal. Instead of manually entering information and pending approval timeline, he/she can securely scan their ID or driver's license using her smartphone camera.

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Integrated Software:

• Perform a secure scan

• Extract and verify information

• Pre-populate application fields

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Benefits for ALICE:

• Faster Application Process

• Enhanced Security

• Reduced Errors

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Benefits for Snap Finance:

• Improved Efficiency

• Reduced Risk

• Enhanced Customer Satisfaction

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By integrating secure ID verification features, we aimto empower ALICE with a seamless and secure loan application experience, ultimately fostering trust and building stronger relationships with the ALICE persona.

Project take away


This project has been a fascinating exploration of optimizing the Snap Finance customer portal and store locator for the ALICE persona. Through user research, we identified key challenges within the platform that hindered the ALICE experience. These included complex payment flows, limited self-service options, and a cumbersome store locator.

The Power of Design:

By leveraging wireframes, user testing, and data analysis, we crafted a more user-friendly and empowering experience for ALICE. This included simplifying payment processes, boosting self-service functionalities, and enhancing the store locator for efficient store searches.

The Impact:

We've witnessed increased self-service adoption, streamlined payment flows, and improved early buyout utilization. Additionally, the enhanced store locator saves ALICE valuable time and frustration.

Looking Ahead:

The future holds exciting possibilities for further empowering ALICE.  Integrating secure third-party software for driver's license verification holds promise. This would streamline the loan application process for ALICE, saving her time and minimizing errors.
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