Context
Dot Dot Loans were a subsidiary of Morses Club PLC a UK consumer finance company that offered a variety of loan products including home collected credit and online lending.
Dot Dot Loans provided online loans between £100 and £1000.
At the time of this project, Morses were making a push to move the majority of their services to digital and improve the usability of their existing digital lending services.
They had a few screens already prepared in Figma representing the Dot Dot Loans brand, but not much more.
Details
Scope
Full-time
Improvement on existing product
Role
Research
UX & UI design
Tools
Figma
HotJar
Impact
Design System and Interactive Journey
Building out the design system helped to maintain the consistency of visual elements across future designs.
It also allowed for much faster prototyping of and iteration on new features.
This increased overall confidence in new features before they were sent to the third-party to be implemented.
Recreating the customer journey allowed us to properly visualise and understand how users navigate through the website, leading to more informed decisions about what features could be added, moved, etc.
Providing the third-party with clear, interactive reference also meant that less revisions needed to be made to the final product.
This saved Morses both time and money.
The demos also served as a good visual guide to our journey for new team members, and aided with training and onboarding.
They reduced set-up time for employee training, as new employees could be provided with a link right to the demos and a password, rather than waiting on accounts to be set up by IT.
Repayment Plan Tool
The Integration of this tool reduced the strain on DDL customer service agents, allowing for more journeys to be processed more efficiently.
Customer satisfaction also increased, as it allowed customers to partially progress with creating a repayment plan without having to wait or make any phone calls.
Maintenance Enhancements
These customer portal and journey enhancements created a more smooth and unified experience for customers of the brand, strengthening their trust.
There was a significant increase in journey acquisitions and positive customer feedback after the implementation of these designs.
Design System and Interactive Journey
Problem
Morses were looking to expand the Dot Dot Loans product, but had no way of quickly prototyping out new features. At the time, they were relying on a third-party company to build out the DDL website.
This meant that testing out new features, or even just getting an example of how they would look could sometimes take weeks. They needed a way to test out new features more quickly and a way to provide the third-party with a clearer reference point, so that there would be less need for revisions.Solution
The design system was built out with the intention of enabling faster prototyping of new features.
It was created in Figma, based on assets from the existing Dot Dot Loans website and portal.
Interactive components were modelled on existing interactions on the site.
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The design system was then used to build out screens for the existing customer portal and sales journeys available on Dot Dot Loans.
The primary intent of this was to create a baseline to test new customer interactions on.
The secondary intent of this was to create more up to date employee training for customer agents, which could show them the most up to date screens that a customer would be working with.
This was done by creating interactive Figma demos based on the customer journeys.
Screens
Repayment Plan Tool
Designed a “Repayment Plan Tool” that would be seamlessly integrated into our contact form.
Developed flows where user selects a query indicative of financial challenges i.e. “I am unable to make a payment”.
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On selection, users are given the option to redirect to the Repayment Plan Tool. This tool acted as an early intervention mechanism for users facing such difficulties and allowed them to independently access help even when a customer service agent was unavailable.
Screens
Demo
Maintenance Enhancements
Conducted comprehensive maintenance on the DDL main website and customer portal, prioritising user-centric design and addressing key usability concerns.
Improvements were conceptualised based on direct customer feedback, and statistics from HotJar.
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Notable enhancements include:
- Implementation of collapsible sections on the Terms & Conditions page for improved readability.
- Introduction of a dedicated “Money Worries” page and tab to assist financially unstable customers.
- Addition of “Add to Homescreen” notices within the portal to encourage users to bookmark the site on their mobile devices.
Demo
Testimonials
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Dorian has a remarkable ability to capture not only what you want but what you need through design. ... They can consistently back every design with customer data, competitor analysis or best practice so you know that every detail has been thoughtfully created in a way that keeps user experience at its heart.
Sidonie Lawrie, Head of Product at Nurtur.Tech, Former Digital CX Product Lead at Morses Club
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During our time together at Morses Club, Dorian consistently demonstrated a deep understanding of industry standards and trends in UI/UX design space. ... Dorian's talent, professionalism, and commitment to delivering top-notch work make them a valuable asset to any team.
Troy M, Business Analyst at CMAC Group, Former Business Analyst at Morses Club