Creating

an

assignment...

Overview

Responsibilities

Challenges

Design Proccess

Design Decisions

Tools and Tech

Feedback & Results

Bonus

Vehicle Repo

Service.

The application which helps lenders to repossess their vehicles back.

Industry

Automotive

Responsibilities

Stack

Discovery, Design, Analytics

Year

2023

quick summary of the main feature and the results

Smart Agent Finding

Increased by ~25%

First Attempt Repossession Rate

The engine helps CSRs to find an agents with suitable tools for the particular repossession.

Decreased by ~35%

Declining Rate

Due to smart finding it’s easier to give

an assignment to the right agent.

Decreased by 20%

Session duration

Initially observed an increase in session duration as users adjusted to the new design, followed by a 20% decrease, indicating improved efficiency.

Increased by 20%

Quantity of Assignments

Increased by ~50%, with an acknowledgment that this growth includes both the redesign impact and the native growth of approximately 30% per year, which gives us the ~20% increase.

Smart agent finding screencast Overview

quick summary of the main feature and the results

Smart Agent Finding

Increased by ~25%

First Attempt Repossession Rate

The engine helps CSRs to find an agents with suitable tools for the particular repossession.

Decreased by ~35%

Declining Rate

Due to smart finding it’s easier to give

an assignment to the right agent.

Decreased by 20%

Session duration

Initially observed an increase in session duration as users adjusted to the new design, followed by a 20% decrease, indicating improved efficiency.

Increased by 20%

Quantity of Assignments

Increased by ~50%, with an acknowledgment that this growth includes both the redesign impact and the native growth of approximately 30% per year, which gives us the ~20% increase.

Smart agent finding screencast Overview

Visuals

Project Overview

If the person doesn’t make his car payments on time, his lender might have the right to take his car without going to court or telling him first. But usually lenders don’t want to take this car by their own. So, they’re hiring some qualified people to do that.

Vehicle repossession service makes it easier for lenders to find the right vendors for the job and helps those vendors to get assignments that fit them just right.

repo specifics described on fingers

How Repo System Works

repo specifics described on fingers

How Repo System Works

Responsibilities

01

Visual Redesign

Making a comprehensive redesign of the existing application's user interface to make it user-friendly and provide overall aesthetics.

02

Functional Analysis

Analyzing the application, identifying and removing redundant components to make the user experience better.

03

Feature Implementation

Collaborating with the development and product teams to implement features and ideas in alignment with user and business goals.

Challenges

Complexity: Faced with the challenge of redesigning a large and complex application. Overcame initial overwhelm by systematically dividing the application into logical sections for better understanding.

Client Communication: Interacting with a client with specific visual preferences posed a challenge, particularly in the context of a redesign. Addressed by creating several visual variations for each feature to align with the client's taste.

Absence of the Deep Research Phase: had to convince the client that good UX cannot be grabbed from the sky, so we can lean on the research findings during the process of the development.

steps were used to cover things up

Design Process

01

discovery & Research

Divided the existing application into logical sections for a systematic design approach.

Engaged in interviews with the product owner and client representatives for clear explanations and Q&A sessions.

Interviewed the users to understand their experience and pain points.

02

Goals Definition

Collaborated with the client to define project goals and success metrics.

Prioritized the workflow based on the client requirements, taking into account the insights gathered during the user interviews.

Made some basic usage scenarios to define the places for improvement.

03

Conceptualization

Initiated a step-by-step redesign, starting with the least effective parts of the UI.

Created multiple solutions to test and gather user feedback. Meanwhile, consulted with the development team to understand their estimation to provide the full picture to the client to make a decision.

04

Design

Utilized Figma for wireframes, actual designs, and prototypes.

Initiated an application redesign, starting with the least effective parts of the UI divided into logical sections. Applied new functionality features sooner.

05

Collaboration

Conducted weekly demo calls for client team discussions, presenting design decisions, and collecting feedback.

Implemented an iterative design process with a variation approach to accommodate business needs.

06

Testing and Validation

Discussed and tested each flow closely with the client representatives and the development team.

Argumented design decisions according to the user interviews insights and user-centered design principles.

07

Implementation Support

Collaborated with development and quality assurance teams during the implementation phase to ensure design high fidelity.

Provided design assets, specifications, prototypes, and screencasts.

08

Iterative Improvement

Facilitated Microsoft Clarity implementation to track user behavior once designed elements were applied.

We discussed and improved the designed features according to analysis findings and insights.

09

Post-launch Evaluation

Initiated feedback sharing meeting with client representatives and users to understand the results more deeply.

Evaluated the design impact leant on annually gathered application statistics and some Clarity metrics.

steps were used to cover things up

Design Process

01

discovery & Research

Divided the existing application into logical sections for a systematic design approach.

Engaged in interviews with the product owner and client representatives for clear explanations and Q&A sessions.

Interviewed the users to understand their experience and pain points.

02

Goals Definition

Collaborated with the client to define project goals and success metrics.

Prioritized the workflow based on the client requirements, taking into account the insights gathered during the user interviews.

Made some basic usage scenarios to define the places for improvement.

03

Conceptualization

Initiated a step-by-step redesign, starting with the least effective parts of the UI.

Generated wireframes according to a variation approach, presenting the client at least 3 options to choose from.

Leant on the client and user interviews’ insights during generating the ideas.

04

Design

Utilized Figma for wireframes, actual designs, and prototypes.

Initiated an application redesign, starting with the least effective parts of the UI divided into logical sections. Applied new functionality features sooner.

05

Collaboration

Conducted weekly demo calls for client team discussions, presenting design decisions, and collecting feedback.

Implemented an iterative design process with a variation approach to accommodate client preferences.

06

Testing and Validation

Discussed and tested each flow closely with the client representatives and the development team.

Argumented design decisions according to the user interviews insights and user-centered design principles.

07

Implementation Support

Collaborated with development and quality assurance teams during the implementation phase to ensure design high fidelity.

Provided design assets, specifications, prototypes, and screencasts.

08

Iterative Improvement

Facilitated Microsoft Clarity implementation to track user behavior once designed elements were applied.

We discussed and improved the designed features according to analysis findings and insights.

09

Post-launch Evaluation

Initiated feedback sharing meeting with client representatives and users to understand the results more deeply.

Evaluated the design impact leant on annually gathered application statistics and some Clarity metrics.

steps were used to cover things up

Design Process

01

discovery & Research

Divided the existing application into logical sections for a systematic design approach.

Engaged in interviews with the product owner and client representatives for clear explanations and Q&A sessions.

Interviewed the users to understand their experience and pain points.

02

Goals Definition

Collaborated with the client to define project goals and success metrics.

Prioritized the workflow based on the client requirements, taking into account the insights gathered during the user interviews.

Made some basic usage scenarios to define the places for improvement.

03

Conceptualization

Initiated a step-by-step redesign, starting with the least effective parts of the UI.

Generated wireframes according to a variation approach, presenting the client at least 3 options to choose from.

Leant on the client and user interviews’ insights during generating the ideas.

04

Design

Utilized Figma for wireframes, actual designs, and prototypes.

Initiated an application redesign, starting with the least effective parts of the UI divided into logical sections. Applied new functionality features sooner.

05

Collaboration

Conducted weekly demo calls for client team discussions, presenting design decisions, and collecting feedback.

Implemented an iterative design process with a variation approach to accommodate client preferences.

06

Testing and Validation

Discussed and tested each flow closely with the client representatives and the development team.

Argumented design decisions according to the user interviews insights and user-centered design principles.

07

Implementation Support

Collaborated with development and quality assurance teams during the implementation phase to ensure design high fidelity.

Provided design assets, specifications, prototypes, and screencasts.

08

Iterative Improvement

Facilitated Microsoft Clarity implementation to track user behavior once designed elements were applied.

We discussed and improved the designed features according to analysis findings and insights.

09

Post-launch Evaluation

Initiated feedback sharing meeting with client representatives and users to understand the results more deeply.

Evaluated the design impact leant on annually gathered application statistics and some Clarity metrics.

Design Decisions

Through the time perspective, once the evaluation was done, we could clearly highlight

3 main decisions, which shown up as the most valuable decisions made for the project.

01

Discovery

Initiated implementation of such steps to be sure that every crucial change was made on purpose.

In addition to client interviews and competitor analysis, this step included of understanding the user needs and pain points firsthand, gathering it during interviews to create a clear and strong persona.

Initiated implementation of such steps to be sure that every crucial change was made on purpose.

02

Unified Design System

Created a unified color palette and text styles guide to avoid a hierarchical mess and visual inconsistencies.

Replaced the old components of different styles with the MUI 5 library and adapted it to align with the new design style.

03

Variation Approach

This method helped with faster decision-making and reduced endless change iterations.

Tools and Technologies

Design Tools: Primarily used Figma for wireframing, Hi-Fi designs, and prototypes.

Collaboration Tools: Leveraged FigJam for collaboration with the client and research, used Microsoft Clarity for analytical insights.

Feedback and Iteration

01

Corridor Testing

Demonstrated the flows to the developer

& quality assurance teams to discuss

the solutions.

Gathered additional feedback from colleagues working on other projects to see the fresh view.

02

User feedback

Initiated some user sessions using prototypes to understand the quality of problem solving.

Sometimes tried a clear vision approach here as well, showing the flows to other departments representatives.

03

Client Feedback

Conducted weekly demo calls for real-time client feedback and decision-making.

Demonstrated redesigned flows on prototypes for department heads, incorporating their feedback.

the result led by the implementation

Results

Increased by ~25%

First Attempt Repossession Rate

The engine helps CSRs to find an agents with suitable tools for the particular repossession.

Decreased by ~35%

Declining Rate

Decreased by ~35% due to smart finding, it’s easier to give

an assignment to the right agent.

Decreased by 20%

Session duration

Initially observed an increase in session duration as users adjusted to the new design, followed by a 20% decrease, indicating improved efficiency.

Increased by 20%

Quantity of Assignments

Increased by ~50%, with an acknowledgment that this growth includes both the redesign impact and the native growth of approximately 30% per year, which gives us the ~20% increase.

Smart agent finding screencast Overview

the result led by the implementation

Results

Increased by ~25%

First Attempt Repossession Rate

The engine helps CSRs to find an agents with suitable tools for the particular repossession.

Decreased by ~35%

Declining Rate

Decreased by ~35% due to smart finding, it’s easier to give

an assignment to the right agent.

Decreased by 20%

Session duration

Initially observed an increase in session duration as users adjusted to the new design, followed by a 20% decrease, indicating improved efficiency.

Increased by 20%

Quantity of Assignments

Increased by ~50%, with an acknowledgment that this growth includes both the redesign impact and the native growth of approximately 30% per year, which gives us the ~20% increase.

Smart agent finding screencast Overview

Lessons Learned

Emphasized the importance of relying on feedback for design choices, especially in the context of a redesign. This facilitated better communication with clients and ensured a user-centered design approach.

Jump On the Next Study Case

The next study case describes the Product Information Management Module

of a Modular eCommerce application.

Next Study Case

Jump On the Next Study Case

The next study case describes the Product Information Management Module of a Modular eCommerce application.

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Some Fun

Ukrainian surnames are quite hard to pronounce for foreigners, so the client who was running the meetings used names and first letters of the surnames to contact team members.