Mobile Web Application
New Mobile Membership/Apply For Loan Application
SDFCU State Department Federal Credit Union
Problem:
State Department Federal Credit Union Loan Applications needed to be streamlined allowing users who are not currently members to apply for both membership and loans simultaneously and expeditiously. The membership applications needed to be auto approved so the user can immediately apply for a loan. Also the applications needed to work on all platforms to include all mobile devices so users can apply for a loan on the spot, anywhere.
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Challenges:
Some of the challenges were, the auto membership approval, in some cases the approval would be ultimately denied so there needed to be a way for the data to be stored in limbo so its not sent to the database until the application goes through completely to make sure the data stays clean. The users were give a disclaimer after completing their applications that although they were auto approved for membership they still have the right for denial.​
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My Role:
​As a key member of the project team, my role encompassed leading the UX/UI design efforts and collaborating closely with developers to ensure the successful implementation of the new mobile applications. ​
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Software Used:
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Microsoft Project
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Jira
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Adobe Illustrator
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Drupal
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Google Analytics
Background
​Research and Requirements:
​The project kicked off with an in person User Testing session we used Media Barn Research Company to conduct this in person User Testing session. We brought in 35 members of SDFCU and about 15 non-members to have them test the current site and the current online application process. From these testing sessions we learned many things about how the users interact with the website and the the many frictions points they had trying to apply for membership.
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We learned that many people come to our site because of our extremely low Auto and Home Loan rates and not being members their focus is getting right to the application but currently the users had to first apply for membership and wait for approval and then apply for a loan. This made room for applicants to go with another lender.
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We needed to create an applications that allowed the users to apply for both membership and a loan simultaneously allowing for auto membership approval.​
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We learned that the current applications were not mobile and when a user wants to apply whether a member or not when at a Car Dealership it makes the process very difficult.
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We needed to create mobile applications so the users can apply on any mobile device.​
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We learned that there was issues with auto save and the users having to go look for specific documents they needed would have to then start all over.
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We needed to create a page that details the documents that are needed and alerts the user about the time they will need to complete the application.​
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We learned that the application had a high drop off rate because the form required a lot of information to be filled out.​ Users got overwhelmed and chose an easier route.
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We needed to create an applications that would auto fill either by member information of using a scanned ID. We also needed to create a better more efficient document upload process.​
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Ideation and User Flows:
​Collaborative ideation sessions were held to generate design concepts that would align with the goals of the new mobile applications. User Journeys were created using Axure to map out the several membership/loan journeys the users could take. View User Journeys Here.
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Prototyping and Iteration:
​The design underwent multiple iterations based on feedback from stakeholders and usability testing. The iterative design process aimed to address any usability issues and refine the user interface to create an intuitive experience for individuals interacting with the membership and renewal applications.Using the Axure Prototyping Tool View the Application Prototype.
New Landing Page Design
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Collaboration:
​We partnered with MeridianLink industry-leading suite of digital lending solutions for banks, credit unions, and more to do the development of the applications. Initially we were paying them for their development services but then they requested to buy the final designs to use in their suite of online mobile Credit Union applications. ​
The Design Process:​
Impact:
User Flow Chart for Applying for a Credit Card
SDFCUs New Applications
The Results:​
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The process of applying for Membership and applying for a Loan is now streamlined, the user can get instant membership approval and now the information used for applying for Membership is auto filled for the Loan Application.
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The Applications can be successfully used on all platforms to include, desktop, laptop, tablets, iPads and mobile phones allowing for the users the ability to apply were ever they need to, and now they can get get instant approval and reduce the risk of losing the loan to another lender.
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The time it takes users to complete the application was cut by 34% due to the ease of using an ID to fill information, the simplified document upload, the auto fill for current members when applying for loans.
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Ultimately the redesign resulted in a significant increase in conversion rates by over 24%. These improvements were instrumental in enhancing the overall effectiveness of the application process and driving user engagement.
Accolades:
My designs are still being used by MeridianLink in their suite of Application Solutions for Credit Unions across the Country.
Other Credit Unions Using My Designed Applications
