Responsible credit lending
Client Major UK retailer
Agency Th_nk
Date 4 months - 2019
Role UX Researcher Lead, UX designer
UX | BEHAVIOURAL SCIENCE
Context
3.2 million adults in the UK face excessive interest charges or problem debt as a result of credit.
A major UK retailer looked rethinking their lending offering in order to better serve their vulnerable lower-income customers and avid credit users. The aim was to create a responsible lending platform and an educational tool for customers to help them better use and understand credit products, repay faster, build healthy credit habits, and build back their credit score.
Outcome
The outcome was a new type of credit product that supports users by helping them take control of their credit usage, plan ahead, shuffle their ever-changing budgets with the help of open banking and the delivery of timely information,
After successfully securing funding, the service is now in its next phase of development.
This case study is confidential and password protected.
Approach
We ran a series of seven agile sprints. During these sprints, we used ethnographic-informed methods to help us understand the way people used credit and their money management strategies on a day-to-day basis, and rapid prototyping to test hypotheses, attractivenesses the proposition and positioning within the current product ecosystem
To ensure that the solutions we were delivering were implementable, we worked in close collaboration with the client team (legal, product, and technical) and ensured we spend 1 day a week in their offices every week.
- In-home qualitative research
- User goals definition
- Applied behavioral science principles
- Co-design workshop & Facilitation
- IA definition & site map
- Wireframing in Figma
- Paper prototyping & testing
- Guidance for brand definition/ visual design
If you would like to discuss potential projects,
opportunities to collaborate, or are simply curious, let's chat!
Get in touch
Barcelona: +34 603 615 062
London: +44 77 45 198 284
floriane.rousse.marquet@gmail.com
© Floriane RM Ltd 2020