Sign your loan online with ease
Sign your loan online with ease
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Context
Prospects and customers contact us to finalize the subscription of a car and/or equipment loan, generating calls to the customer service.
Context
Prospects and customers contact us to finalize the subscription of a car and/or equipment loan, generating calls to the customer service.
Team
My role : PM and product designer
Team : PM finance, legal experts, and engineers
Team
My role : PM and product designer
Team : PM finance, legal experts, and engineers
Contraints
Technical and regulatory
Contraints
Technical and regulatory
How can we improve the finalization of a loan application ?
Method
User Flow
Using the user flow method allows me to properly frame the project with stakeholders and analyze the key steps of the loan application process
"I am a prospect/customer, and I want to apply for a car or equipment loan..."
Solution
Provide a seamless online experience for car and equipment loan applications, allowing users to finalize everything from their personal space (desktop and app) with electronic signature.
Impact : -60% of inbound calls
To go further, I would recommend
Conducting dual listening sessions with customer service
Running shadowing sessions and interviews with prospects and newly subscribed
Evaluating the new journey through user testing
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