Getting it right first time
Origination journey: quoting and onboarding car loans
- client
- RAC Finance
- role
- Design consultant, Computershare Communication Services
- focus
- Stakeholder workshops · Journey mapping · Style tiles · Mobile-first design · Rapid prototyping
The problem space
RAC is the motoring insurer for Western Australian drivers. RAC Motoring was a long-time client and had just gone through a major redesign that I led. Following that redesign, RAC Finance wanted to align with the new brand and improve conversion from quotes to completed car loan applications.
My role
As the Computershare (CCS) design consultant, I led the work from discovery through prototype. I ran the client workshops, mapped the customer journey, and produced the wireframes, style tiles and prototype. Because RAC already had a relationship with CCS and I knew the brand well, the job was understanding the specific challenges RAC Finance faced.
Process & artifacts
Workshops across the whole business
I ran workshops with a diverse group of internal stakeholders, from customer-facing front-line staff to back-office finance, to build the customer journey maps that would underpin a better loan onboarding experience.
The workshops produced a clear problem statement (make onboarding easier for customers) and a solid measure of success for the business. Follow-up sessions looked at internal challenges as well as the customer journey and customers’ perceptions and drivers.
Shared understanding, fast
Once these were agreed, I created initial wireframes and style tiles so everyone had a shared understanding of what the workshops had settled.
Mobile first, then iterate
We chose a mobile-first approach with desktop landing pages. Through rapid prototyping we built a demo and then iterated on it.
Impact
RAC was pleased with how quickly we could act on their feedback in each iteration, and with how well the workshop process pinpointed where they could improve the customer experience.
