iZettle Capital - Defaults
My role: Senior UX designer
Year: 2019
14% of Advance loan customers underperformed during the repayment flow, meaning they either repaid late or did not repay at all. As a team, our challenge was to understand the root causes behind this behavior and identify opportunities to reduce the number of underperforming users.
Our core team consisted of two designers and one PM, with the goal of bringing together around 30 specialists across Credit, Machine Learning, Risk, Customer Support, Marketing, and Engineering to collaboratively solve the problem.
I contributed by facilitating cross functional workshops, creating alignment across disciplines, and structuring the end to end user journey map to help teams identify opportunities grounded in real user problems. I also led the testing, prioritization, and design of the final experience, driving truly 0 to 1 product work from discovery through delivery.
Our plan
Map activities & problems (product journey mapping)
Summarise, vote & prioritise
Come up with solutions
One of the outcomes from the workshop that we implemented was a “traffic light” banner in the user’s loan repayment dashboard. The banner would change colour and message depending on the repayment status. This helped users understand if they were falling behind, why and what to do to keep up with the down payments.
Results
🏆 Reduced defaults by around 20%
🏆 Risk and Credit teams reviewed their ways of working after discoveries during the workshops
🏆 Stakeholders understood the potential of Design as an important strategic partner
🏆 This project allowed all the teams working with iZettle Capital to get to know each other and better collaborate
🏆 Our next project after this was a much wider journey map work that served as a base for the following year’s roadmap (see iZettle Advance - Customer Journey)