B2B Auto Loan Relationship Management Application

A top 5 bank specializing in auto financing depended on a 20 year old system to support the relationship between bank representatives and dealerships. The goal of these relationships was to secure and process borrowers' loans. The existing system was out of date and required cross-referencing no less than five screens from additional systems to process a single loan.

My team was asked to lead the redesign of the Relationship Management Experience (RMX) application under an extremely tight deadline. We leveraged existing design pattern libraries and created a new one specifically for the RMX.

Discovery included weeks of interviews, research and side-by-sides with Relationship Managers as they performed their tasks inside the current system. By learning the pain-points of the existing environments, witnessing those pains play out in our side-by-sides, and having direct exposure to the product owner who regularly met with end users, our team designed a ground-up, self-sustaining app.Before exiting the project, I also led the development team.

After user interviews and side-by-side shadowing, my team had a clear sense of what to build and why. To gain user validation, we knew testing a complex prototype was the next critical step.

We created an initial prototype to validate that the correct components were present so Relationship Managers could perform their job more efficiently and productively. A second prototype mimicked simple and complex interactions alike, earning user validation and approval to move forward with development. After rollout, the product was met with the fastest, most overwhelming adoption rate the client had ever experienced.