Digital Experience Designer
Credit-X
A digital simplification of the Credit Check Process for Small Business financing.
The Design Brief
The current process of application, credit checks and approval of credit lines to small businesses are cumbersome, time-wasting and highly inefficient.
Right now, this is being done in a very manual way taking up hours in document sorting and avoidable manhours. There has to be a better way which saves time for the customers and also allows staff to be more efficient in their workflow.
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There are already existing digital solutions for small business credit checks but with the endless number of fields to fill, it's imperative to make the process more accessible.
Threats
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Lack of concise digital options
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Bureaucracy
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Competitors
References​
prospa.com, http://eclipxgroup.com, equifax.com.au, centerlink.com, getcreditscore.com.au
My Role
Since this was just a personal design task, I was working with pre-existing data. Although I had the freedom to delve a little bit deeper into further research, with only two days to carry out a self-managed spirit, I chose to only do contextual research into competitors and similar services.
As the UX designer, I developed a customer flow, low fidelity and high fidelity wireframes based on available data and time constraints.
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This task required my ability to listen to the problem, understand the requirements, think fast
and not second guess myself.
Constraints
The usual - Time.
This was an opportunity which arrived at the right time but I had no time to react. I was in between a rock and personal issues but I was going to show my process and speed through as best as I could.
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Opportunity is no respecter of time.
An Untested Solution
Drawing Ideas
During a frantic 4hrs on a wet Sunday night, I drew up a quick user flow and scribbled my initial thoughts of how the credit check process might be simplified while still meeting all required compliance
From my initial research, the most important thing for the customer and the business was the redemption of time. I asked myself how could the customer information be quickly collected and analysed without having to present the customer with either multiple fields to fill out and without asking for identification documents which would likely contain repeated information.
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As the persona was a small business, I narrowed down sources of the required information to two key information.
1. ABN
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Since the business information, contact details and date of initial operation already linked to the ABN, there's really isn't a logical reason to ask for this information again.
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ABN should be sufficient.
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2. Drivers Licence
The key information being checked through Drivers licence is identity verification. A simple provision of the First name, middle name, Licence number and expiry date should suffice.
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Although there may be a need to reverify residential address, This is something I omitted at the time. Looking back now, that was definitely a mistake as people change address frequently.
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Designing Raw
I worked to develop my initial thoughts.
The first thing I did was to set up a project board on Jira, I worked through the backlog as fast as I could in two days. I had the ambition of creating a clickable prototype but there's a reason why 5-day sprints are the minimum.
Customer Flow
Although I'm likely to end up moving my workflow to Lucid Chart, I found the constraint of time forced me to stick with the most familiar. As such, I worked on my user flow in Miro. As seen in my Jira backlog, I had intended to design two journey maps but ditched that to prioritise just the flow.
Lo-Fi Wireframes
I'd spent the best part of 2020 transitioning to Figma, for this task, I downloaded a trial version of Sketch but after 135 minutes of working, I was locked out and being forced onto a purchase screen.
The UX of that seemed strangely unethical or maybe it was just a day of bad luck. Oh well, I guess its time for a faster do-over in Figma.
I've got a personal deadline to meet.
Hi-Fi Wireframes
I worked with a palette of 4 colours to bring a bit of life to 2 the high fidelity screens.
Here goes nothing. Here's comes the climax.
Outcomes
Lessons
The initial feedback I've received is that I didn't meet the requirements of the brief. There was a series of variables and other regulatory requirements which my work did not reflect. I am to delve further into this by carrying out deeper research which will give me clarity and provide me with an opportunity to design and test a better developed solution. ​