Forward

This was the only project where I was not directly involved in the design process. Instead, I collaborated with one of our line-of-business product teams, supporting their skilled designer to successfully launch a modest MVP servicing app.

Vision

Create a clear client pathway from acquisition to graduation, providing visibility and control over their debt resolution plan, with contextual help whenever needed.

Problem

Short-Term Goals:

  • Sustain and enhance settlement authorization rates in response to challenges with the SMS channel.
  • Mitigate risks stemming from carrier restrictions and dynamic requirements.

Long-Term Goals:

  • With over 75% of web traffic coming from mobile, expand the mobile experience to improve retention and overall customer engagement throughout the multi-year FDR (Financial Debt Resolution) journey.

During a company hackathon, a small team led by the FDR lead designer created a rough prototype for an FDR app. While it gained initial traction, it wasn’t prioritized for development at the time. However, it remained on everyone’s radar. Over the following year, as other apps like Money and GOOD were deprioritized, bandwidth opened up for developers to build the FDR app.

Action

Revisiting the hackathon design, and knowing we’d be building a single app in React Native, we ensured the user experience struck a balance between iOS and Android, making it feel native on both platforms.

The lead designer wanted to start fresh, using the previous design as inspiration. I reviewed her earlier Figma file, noting updates and considerations necessary for native design. I shared my Ascend for Native Design System Library, highlighting key components compatible with the FDR app.

To support the team, I organized a training session to familiarize them with native app capabilities. I demonstrated tools that could enhance the user experience, such as haptic feedback and real-time push notifications, and covered platform nuances. For example:

  • Ensuring the primary navigation icon appeared in the upper-left corner to feel natural on Android.
  • Explaining how the device back button functions and its impact on navigation.

I also participated regularly in stand-ups and working sessions, providing feedback and insights. When needed, I flagged issues in Figma and raised red flags to ensure the design aligned with best practices.

Results

By leveraging coded components from Achieve Money, we launched the MVP in just a few months. Within three weeks on Google Play, the app achieved:

  • Close rates of 30%, with 20% of those completed directly through the app
  • 5,000 downloads on Android
  • A 4.7 user rating

Skills

  • Training
  • Coaching
  • SME support