NAB | reinvent business lending
...to redesign the QuickBiz self-service lending platform so it can leverage customer data for a more ethical and better customer experience...
problem | to solve
The key problem to solve with the redesign of QuickBiz was that currently it doesn’t leverage any of the data we have on customers, forcing them to fill out a lot of information we already have. It also doesn’t allow for customers to stop and renew. To fix this we built a platform that leverage our current systems and data to speed up the process for customers to apply for loans and lending products that they can afford.
process | undertaken
- Initial stakeholder peeting
- Initial pitch to begin work from program head
- Competitor research
- Use-ability audit of current platform
- Staff interviews
- User Interviews and user flows
- Ideation
- Lo - Hi Fi prototype
- User Testing and iteration based on feedback
- Accessibility Assessment
- Development / Delivery
- Roadmap for future improvements
User flow diagram of new / existing customer experience
outcomes | delivered
Successful endorsement of new sales funnel experience from all relevant business stakeholders, and full design ready for development to begin. A handover document was also developed so existing design team members could continue to develop and refine the current delivered experience.
future | what’s next
Deliver the future experience roadmap, mapping the transition from existing portal to the new experience and also how the sales funnel works for existing customers with in an authenticated environment such as through the mobile app or through their online account.
Checkout wireframes
Confirmation wireframes