COLLECTOR BANK
Simplifying complex banking experiences
During my engagement with Collector Bank, I gradually earned increased UX design responsibility and ultimately I was owning the web experiences across personal loans, credit cards and savings accounts — including both customer-facing services and internal administration tools.
My work focused on improving critical customer journeys, designing new functionality and making complex banking services easier to use.
ROLE
UX Designer (Consultant)
PERIOD
Aug 2018–Feb 2020
FOCUS
UX Design & Customer Journeys
Learning from the people closest to the problems
Understanding where customers struggled was an important part of my work. By continously monitoring user data and the impact of our product iterations we could get signals on where to put our efforts. Additionally, I collaborated closely with customer service teams and occasionally listened in on support calls to better understand the questions, confusion and obstacles customers encountered.
Together with UX researchers, I also worked with user testing and customer journey mapping to identify opportunities for improvement.
Making a complex process easier to complete
One of my key projects focused on the additional information customers were required to provide after applying for a personal loan.
The journey included unfamiliar questions, such as politically exposed person declarations, details customers might not have readily available, such as their payout account, and signing through a third-party service.
I worked on improving the UX and UI to make the customer journey clearer and easier to navigate and complete.
Designing across the banking experience
Beyond the loan application journey, I was the sole UX Designer responsible for the logged-in experiences for personal loans, credit cards and savings accounts, as well as their internal administration tools.
My work included designing new features, improving existing interactions and contributing to the component library to maintain a consistent user experience across all digital channels.
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