Financial service page and customer portal design

January 2020 – May 2020

Main task: UX research and UI Web redesign

Role: Design Consultant

Company: Netlight | Big international financial company

Problem:

The company is one of the largest European loan providers that operates across the EU. They have more than 500 000 customers consisting of both private and organisational customers. In 2020 it decided to relaunch one of their older products. Its original marketing page and self-service platform was more than 10 years old. Therefore, the company saw the need to redesign them from scratch, including both feature and usability enhancements.

My actions:

I joined there as an UX/UI consultant to lead the design changes. I started with extensive UX research, which included reviewing existing customers data (Google Analytics, HotJar), interviews and workshops with project stakeholders as well as market analysis. The knowledge was clearly communicated to stakeholders and documented. For example, I created the personas profiles of the service and customer value proposition.

As the next step, I started the iterative process of designing, checking with stakeholders and testing with potential users with all following steps. First, I created a sitemap and wireframes. Next, I worked on finding the best visual representation for the renewed service. In the end, I designed the full responsive marketing page and corresponding online self-service portal in Sketch.

Results:

Thanks to thoughtful planning and prioritisation, I finished all major steps in the provided short timeline, gathering brilliant feedback from all stakeholders. The product is published and currently in use. Due to the confidentiality of work, I cannot publish here the full results.