B2B Auto Loan Relationship Management Application

PROBLEM:

A top 5 bank that specializes in auto financing depended on a 20 year old system to support the relationship with the bank representatives and the dealerships. The goal of these relationships was to secure and process borrower's loans. The existing system was out of date and dependent upon cross-referencing no less than five screens from additional systems to process one loan.

APPROACH:

My team was asked to lead the redesign of the Relationship Management Experience (RMX) application under an extremely tight deadline. Our team leveraged existing design pattern libraries and created a new one for the RMX. Discovery included weeks of interviews, research and side-by-sides with Relationship Managers as they performed their tasks while using the current system. By learning the pain-points of the current environments, witnessing those pains play out in our side-by-sides and having exposure to the product owner who regularly met with the end users, our team designed a ground-up new, self-sustaining app. Before exiting the project, I led the development team as well.

SOLUTION:

After user interviews and side-by-side shadowing, my team had a good idea of what to build and why. However, to gain user validation, testing a complex prototype is the next big step.

My team created an initial prototype to validate that the correct components were included in order for Relationship Managers to perform their job in a more efficient and productive manner. A second prototype was then created to mimic simple as well as complex interactions that won their validation, giving our team approval to move to forward with development. In the end, after the product was rolled out, it was met with the fastest, most overwhelming adoption rate that the client had ever experienced.