Project Overview
Client: Check Into Cash
Industry: Payday Lending and Financial Services
Project Type: Loan Management System Redesign
Role: Lead UX Researcher and Front-End Developer
Programs Used: Adobe XD & Microsoft Visual Creator
Languages Used: HTML5, CSS, jQuery, JS
Project Summary
Check Into Cash, a leading payday loan provider, needed a comprehensive redesign of their loan management system to streamline operations, improve user experience, and enhance customer engagement. As the Lead UX Researcher and Front-End Developer, I was tasked with rebuilding the loan management platform from the ground up, focusing on both the user interface and the underlying front-end infrastructure. The new system aimed to simplify the loan origination process, reduce operational inefficiencies, and enable real-time loan tracking for customers, resulting in a more seamless loan management experience.
Goals & Objectives
The primary objective of this project was to develop a fully digital loan management system that would automate various stages of the loan life cycle, from origination to repayment, while reducing manual processes and enhancing operational efficiency. Check Into Cash sought to improve the customer experience by providing a self-service portal where users could manage their loans, track transactions, make payments, and access statements easily.
The new system had to address several key goals:
- Automate the Loan Process: Eliminate the need for manual loan approval and disbursement by integrating automated systems.
- Enhance Customer Experience: Provide customers with a user-friendly interface to manage loans and payments independently.
- Improve Operational Efficiency: Streamline internal workflows and reduce processing times for loan applications and repayments.
- Ensure Compliance: Integrate verification processes seamlessly within the system.
Research & Discovery
To better understand the needs of Check Into Cash’s users, I conducted extensive UX research that involved both customers and internal stakeholders, including the loan servicing team. This research provided key insights into how the existing system was performing and where the bottlenecks and pain points were occurring.
User Feedback:
Through surveys and user interviews, I identified several common pain points:
- Manual Loan Processing: Both users and employees found the manual process for loan approval and disbursement to be slow and cumbersome, leading to delays in service.
- Difficult Navigation: The legacy system was not user-friendly, making it difficult for customers to find relevant information, track loan statuses, or make payments.
- Lack of Real-Time Updates: Users expressed frustration with not receiving real-time updates about their loan status, leading to confusion and increased support calls.
Business Insights:
From the business side, stakeholders highlighted the need to improve compliance with regulations and reduce the amount of time loan officers spent processing and approving loans. Additionally, they wanted to see a system that could handle a higher volume of loan applications without requiring additional staff.
Design & Strategy
The strategy for redesigning the loan management system was focused on creating a user-centered platform that was efficient, intuitive, and highly functional. The goal was to streamline the loan application and management process for both users and staff.
Customer Portal:
- I designed a self-service portal where customers could easily apply for loans, check loan statuses, view payment schedules, and manage their loan accounts without needing to contact support. This reduced friction and improved user engagement.
Automated Loan Management:
- The new system featured automation tools that handled everything from loan origination to disbursement. Real-time credit checks, KYC/AML verification, and automatic approvals for qualified applicants drastically reduced the time to process applications.
Real-Time Notifications:
- I integrated real-time notifications that provided users with instant updates on their loan applications, approvals, payments, and other key actions. This not only enhanced the user experience but also reduced the need for customer support.
Compliance Integration:
- The platform ensured full compliance with regulations by automatically verifying customer identities and monitoring transactions for suspicious activity, thus reducing risk for Check Into Cash.
Front-End Development:
- As the front-end developer, I built a responsive and intuitive interface using HTML5, CSS, and JavaScript to ensure that the platform was easily navigable across devices. The clean and modern UI greatly improved the user experience, making it easier for customers to find what they needed with fewer clicks.
Implementation & Development
As the lead on both the UX research and front-end development, I worked closely with back-end developers to ensure the seamless integration of all features, focusing particularly on improving the system’s usability and performance.
Streamlined Loan Application Process:
I built a front-end interface that allowed users to apply for loans in just a few steps. The system pulled real-time credit and customer checks, significantly reducing the time required to approve loans.Self-Service Capabilities:
The customer portal provided users with self-service tools, such as setting up automatic payments, customizing payment plans, and viewing real-time account details. This reduced the load on customer service and empowered users to manage their loans independently.Responsive Design:
I implemented a responsive design that worked seamlessly across devices, ensuring users could access their loan information whether they were using a desktop, tablet, or mobile device. This design made loan management more accessible to a wider range of users.Improved User Experience:
By simplifying navigation and incorporating user feedback, the new system improved the overall user experience, making it more intuitive and user-friendly. Customers could now easily track their loans, make payments, and receive updates without unnecessary steps.
Outcome & Results
The redesigned loan management system resulted in significant improvements for both users and the business:
Faster Loan Processing:
The automated system reduced loan approval times from days to minutes. Real-time credit and customer checks allowed for immediate decision-making, speeding up the entire process for both customers and staff.Increased Customer Satisfaction:
The self-service portal empowered users to manage their loans independently, leading to a 30% reduction in customer service calls and a 25% increase in overall user satisfaction based on post-launch surveys.Operational Efficiency:
By automating many manual tasks, Check Into Cash was able to handle a higher volume of loan applications without needing to increase staff. Loan officers could focus on higher-value tasks rather than manually processing loans.Compliance Assurance:
The integrated compliance features ensured that Check Into Cash remained fully compliant with regulations, reducing the risk of fraud and ensuring regulatory peace of mind.
Lessons Learned & Reflections
This project reinforced the importance of building systems that balance both user experience and operational efficiency. By focusing on the needs of the end users—both customers and internal staff—we were able to create a system that not only improved the customer experience but also streamlined business processes.
The success of the project highlighted the value of thorough UX research and its direct impact on the final product. Moving forward, I would continue to emphasize the importance of iterative testing and user feedback throughout the development process to ensure that the system continues to evolve with user needs and business objectives.