4 Months
Post Office
Updating and evolving a ‘one size fits all’ journey to a more personalised one that reassures, guides and builds certainty for users
The Challenge:
Personal loans at the Post Office had seen a steady growth year on year despite having an outdated customer experience that had not been given much attention or consideration. Different pages in the journey followed disparate templates and interfaces that had not been made consistent as the wider brand went through updates in UI and UX.
There was an opportunity to take a fresh look at the Loans customer experience from a user-centred approach, to see what can be optimised, updated and made consistent, to further build on that steady growth.
The Deliverables:
Desktop/Tablet/Mobile high fidelity wireframes
Interactive Prototype
User testing research
UI Direction
Current
Journey
Current Journey
Learnings from conversion analytics
Many users miss the calculators.
When users see the calculator, engagement is high.
Calculator conversion is low. Users are either unhappy with the product or finding it difficult to apply.
It takes many clicks before having the opportunity to engage with a calculator.
The problems to solve:
Users have to work quite hard to achieve their goals. There isn’t a clear, intuitive and guided path to applying for a product.
Calculators are needlessly complex, effort heavy and not intuitive with no clear next action.
Solving the problem
Opportunity for users
Make our journeys more connected and guided
Educate and lead the user step-by-step
Simplify the calculator
Establish clear next steps after interaction
The New
Journey
Old
4 pages to application. User arrives on standard landing page and re-inputs loan information.
New
2 pages to application. Data is carried from aggregator. Loan rate user has selected is consistent.
