The Problem
As an auto financing company, we needed to provide a self-serving tool for our customers to pay off auto loans, and make payments to lease accounts. In the previous year the MyAccount dashboard was only a concept to present our stakeholders as a product solution to the business need; as the customers would need to call in, mail, or visit a branch to make their monthly payments.
The Solution
A redesign and architecture needed to be rethought through as the product grew and features added. Modernization approach that aligns with best user experience practices and a cohesive brand guideline was established throughout the whole company.
The Process
To compete with the growing financial market, we needed to continue to improve and adapt to our customer’s experience needs. We gathered information from our leading financial and lending competitors, we’ve collected universal and commonly understood user patterns to start. After collaborating with stakeholders and servicing advisors, we were able to put together a well designed MyAccount product to launch.
After a year or so, we did a heuristic user research to better understand what our web and app platforms performance and opened the floor for suggestions from users. We were grateful for the wide response and shared their stories of their experiences from other competitors; what was great about them and what wasn’t working well.
After establishing our product we were able to begin expanding our self servicing to offers, General Motors loyalty reward programs, customizing each brands financing portals (Chevrolet, Cadillac, Buick, and GMC), recently we are working to increase security efforts for our customers.
The Final Product
Awarded
dotCom 2019 | Gold - MyAccount App
dotCom 2019 | Platinum - MyAccount Web