SERVICES
Brand / UX / UI
SECTOR
Financial
YEAR
2018
Improve access for business Intermediaries.
OVERVIEW
The Intermediaries' header experience was seriously flawed. It was concealed behind a series of drop-down options, which created a subpar user experience. It was imperative that we address and rectify this issue.
THE CHALLENGE.
Improve portal access.
Redesign the website header to eliminate user frustration and significantly enhance business intermediaries' ability to track deal progress efficiently.
Working together
I led a design workshop with stakeholders, sketched concept ideas, and iterated on those ideas until each stakeholder signed off on their concept. Utilising the Aldermore design system, I produced four concepts to test. I created a 5-second test to capture insights about the ideas and how users perceived them.
THE DISCOVERY.
Balancing expectations.
The project kicked off with a high-intensity discovery session with stakeholders to capture requirements. Each stakeholder confidently presented the benefits of their ideas and how they would improve the intermediary experience.
THE REQUIREMENTS.
Designing for what users want to know, do & feel.
Distilling the feedback helped me focus on what the header should feature and how it should feel. It was important to remove emotion and allow data to select the correct option.
Data-informed decisions
I brought in fifty intermediaries to conduct customer interviews and gather actionable insights directly. These sessions were invaluable, providing a deep understanding of their frustrations and highlighting the necessary changes. Quick access to their portal emerged as a demand during the sessions.
THE FRAMEWORK.
Setting the design direction.
I took a top‐down approach to defining the overall structure of the experience. I designed assets for the Aldermore design system and the header's anatomy began to piece together.
THE LAUNCH.
A new header experience.
The new header guarantees instant access for Intermediaries to their deals, providing essential information.
CAMPAIGN.
Positive feedback. Positive results.
The improvements we made to the header had a significant impact on user engagement. As a result, Aldermore experienced a remarkable 228% increase in completed deals and a substantial 71% decrease in calls to the Customer Support Team within the first three months of the launch.
Improve access for business Intermediaries.
Improve access for business Intermediaries.
Improve access for business Intermediaries.
SERVICES
Brand / UX / UI
SECTOR
Financial
YEAR
2018
OVERVIEW
The Intermediaries' header experience was seriously flawed. It was concealed behind a series of drop-down options, which created a subpar user experience. It was imperative that we address and rectify this issue.
THE CHALLENGE.
Improve portal access.
Improve portal access.
Redesign the website header to eliminate user frustration and significantly enhance business intermediaries' ability to track deal progress efficiently.
Redesign the website header to eliminate user frustration and significantly enhance business intermediaries' ability to track deal progress efficiently.
THE DISCOVERY.
Balancing expectations.
Balancing expectations.
The project kicked off with a high-intensity discovery session with stakeholders to capture requirements. Each stakeholder confidently presented the benefits of their ideas and how they would improve the intermediary experience.
The project kicked off with a high-intensity discovery session with stakeholders to capture requirements. Each stakeholder confidently presented the benefits of their ideas and how they would improve the intermediary experience.
Working together
Working together
I led a design workshop with stakeholders, sketched concept ideas, and iterated on those ideas until each stakeholder signed off on their concept. Utilising the Aldermore design system, I produced four concepts to test. I created a 5-second test to capture insights about the ideas and how users perceived them.
I led a design workshop with stakeholders, sketched concept ideas, and iterated on those ideas until each stakeholder signed off on their concept. Utilising the Aldermore design system, I produced four concepts to test. I created a 5-second test to capture insights about the ideas and how users perceived them.
THE REQUIREMENTS.
THE REQUIREMENTS.
Designing for what users want to know, do & feel.
Designing for what users want to know, do & feel.
Distilling the feedback helped me focus on what the header should feature and how it should feel. It was important to remove emotion and allow data to select the correct option.
Distilling the feedback helped me focus on what the header should feature and how it should feel. It was important to remove emotion and allow data to select the correct option.
Data-informed decisions
Data-informed decisions
I brought in fifty intermediaries to conduct customer interviews and gather actionable insights directly. These sessions were invaluable, providing a deep understanding of their frustrations and highlighting the necessary changes. Quick access to their portal emerged as a demand during the sessions.
I brought in fifty intermediaries to conduct customer interviews and gather actionable insights directly. These sessions were invaluable, providing a deep understanding of their frustrations and highlighting the necessary changes. Quick access to their portal emerged as a demand during the sessions.
THE FRAMEWORK.
THE FRAMEWORK.
Setting the design direction.
Setting the design direction.
I took a top‐down approach to defining the overall structure of the experience. I designed assets for the Aldermore design system and the header's anatomy began to piece together.
I took a top‐down approach to defining the overall structure of the experience. I designed assets for the Aldermore design system and the header's anatomy began to piece together.
THE LAUNCH.
THE LAUNCH.
A new header experience.
A new header experience.
The new header guarantees instant access for Intermediaries to their deals, providing essential information.
The new header guarantees instant access for Intermediaries to their deals, providing essential information.
THE IMPACT.
THE IMPACT.
Positive feedback. Positive results.
Positive feedback. Positive results.
The improvements we made to the header had a significant impact on user engagement. As a result, Aldermore experienced a remarkable 228% increase in completed deals and a substantial 71% decrease in calls to the Customer Support Team within the first three months of the launch.
The improvements we made to the header had a significant impact on user engagement. As a result, Aldermore experienced a remarkable 228% increase in completed deals and a substantial 71% decrease in calls to the Customer Support Team within the first three months of the launch.