Case Study
Lloyds Banking Group
Commercial Loan Pricing Tool
Background
Coming soon..
The Task
Replace an old Microsoft Excel-driven pricing tool with a modern and responsive web application so relationship managers can access the tool with up-to-date data on-the-go, when meeting customers, via their laptops or through their mobile devices (tablets and mobile). Address shortcomings with the old Excel-based tool.
The pricing calculator tool is to be used by Business Development Managers and Relationship Managers to calculate indicative loan interest rates based on the nature of the business, it's loan purpose, amount required and loan term.
The Process
User Interviews
Along with a Senior User Researcher, we did a mix of unstructured and structured interviews.
We interviewed the following users / stakeholders:
- A panel of 11 Relationship Managers (RMs) specialising in the real estate (property) market
- 2 RMs (Legal)
- 1 Business Development Manager
- 1 Business Development Director
- 1 RM (Healthcare)
Task Analysis
Coming soon.
Journey Map
Lo-Fi Wire-flows
Pen and paper low-fidelity wire-flows were drawn up and reiterated on before being shared with stakeholders. Once these were approved, it was time to turn these lo-fi design artefacts into hi-fidelity versions.
Mid-Fidelity Mockups
Static medium-fidelity mockups were built in Axure, to illustrate screen layout, information hierarchy, and content.
Interactive Prototype
The mid-fidelity mockups of each screen were linked-up within Axure and added interactive behaviours to create a (partially) interactive prototype to be used for user-testing.
Animation was used to reveal content panels gradually via a fade-in sequence to suggest to the user the logical sequence in which to read the content and data. Displaying all the content panels in one-go would overwhelm the user.
User Testing
Coming soon.
What I would have done differently
Coming soon.
Conclusion
Coming soon.
Recognition
I was selected from 30 nominees within the (Commercial) Lending Lab for an award in recognition for work done on the Pricing Tool project, delivering a successful project outcome by exemplifying the user-centered design process through engaging with all stakeholders, interviewing 16 users of an existing system, designed a replacement tool which addressed all users' pain points, and delivered vastly improved usability and much needed additional data and features.
Testimonials
"Yooch and I worked together on an initiative replacing a pricing application. He designed a prototype that was easy to use and based on initial requirements, which he then iterated following user feedback from interviews he had conducted.
Yooch was easy to work with and reliable, and added value to the overall project we were part of.
— May 2019
"I worked with Yooch for over 9 months on various projects. I validated his design concepts on some key projects within the bank.
They were well received by internal and external users. His designs are very well thought through and intuitive.
He is very professional, easy to work with and an expert in his field. I wish him the best of luck in all his future endeavours.
— March 2019
"Yooch is an all round solid designer, I can't recommend him highly enough. With all my honesty, he's a true gold mine of creative solutions and fresh ideas. He will go the extra mile and surprise you with something innovative and unique.
Apart from being an outstanding UX generalist, Yooch has solid front-end engineering skills too and is comfortable with taking his design ideas further by building proper, fully interactive prototypes. It was refreshing to meet another UXer who's fluent in JavaScript, HTML and CSS.
He's a rare find, a creative thinker with a remarkable combination of skills. Equally importantly, Yooch is an interesting person with a wide range of interests, he's just fun to be around! I genuinely believe Yooch would be a perfect addition to any creative team, I'd never hesitate to recommend him.
— January 2019
"Yooch, is a plate spinner extraordinaire, his ability to maintain a detailed engagement with a broad range of activities is what he is best at.
He’s also a detail guy, able to nail down tight specifications and communicate them succinctly back the business.
In the last few years I’ve worked with him on a number of jobs and have to say I’d recommend him, without any reservation.
— June 2020
"Yooch is an exceptional designer capable of creating logical and intuitive interfaces for a wide variety of users. He has also shown a strong aptitude for designing in the financial services sector.
— February 2019
"I've had the pleasure of working with Yooch at both Lloyds Bank and Refinitiv. He's a very knowledgeable hard-working UX designer and someone who I value the opinion of.
His work is always well considered and to the highest quality. I would gladly recommend and work with Yooch on other projects.
— May 2020
UX Manager Feedback
"If you need a professional and reliable UX designer with great and broad set of skills, great technical background, experience and ability to resolve the most complex design problems, look no further. Yooch is also genuine, honest and fun to work with. I hired him for two companies already and I'll do it without the shadow of hesitation if the chance comes again."
— Jiri S. Human-Centred Design Lead - Commercial Lending Value Stream.