DISCOVERY & DESIGN IDEATION & DESIGN
TABLE OF CONTENTS Starting our Journey Insights and Opportunities Human Centered Design Design Concepts Moving Forward
STARTING OUR JOURNEY
4 WEEK DESIGN CHARRETTE
DISCOVER
IDEATE
CREATE
AFFIRM
Week 1
Week 2
Week 3
Week 4
YOUR BRIEF
CONCEPTUALISE HUMANISED DESIGN LANGUAGE
BEST DIGITAL LOAN PLATFORM IN VIETNAM
SCALABLE APPS TO ENABLE FUTURE INNOVATION
OUR FOUNDATION Aleph
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TOTAL ECOSYSTEM CPS
REFERRAL CHAT
ON MOVE
CD APPLY
CARDS Aleph
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NEW ZAPIN
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CUSTOMER
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Lịch sử Số tiền
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Trạng thái
2,598,333
10/02/2018
Đang chờ
INTERNAL
WHERE WE ARE GOING OPEN API
BIOMETRICS
GAMIFICATION
BLOCKCHAIN
BIG DATA
TRENDS CLOUDS VOICE PROCESSING
ROBO LENDING SOCIAL INTEGRATION
PERSONALIZATION
23 DAYS CO-CREATING TOGETHER
13
942 11
390
WIREFRAMES ITERATED
USABILITY TESTS
WORKSHOP SESSIONS
BOTTLES OF WATER
HUMAN CENTERED DESIGN
GEN Z
MAI 18, Single, College student
Summary Mai is studying at a secondary school student and she’s in favor of new Oppo mobile series. Tech Affinity
Affluence
High
Medium
Risk Appetite
N/A
Financial Acumen
Low
She receives money from her Mom on weekly basis, and she also tries to have some sort of parttime job so she can spend on her favorite beauty product. She hasn’t saved enough money to buy a new phone yet, and she doesn’t want to ask for money from her parents either. She is introduced to apply for loan when she comes to The Gioi Di Dong.
Devices • ASUS phone Highlighted behaviors • Compare herself to her friends • Update lifestyle trends very fast • Sense of independence Use Case • Apply for new loan • Track payment progress • Learn to manage personal budget
BLUE COLLAR
LAN 27, Single, worker at a textile factory
Summary Lan is working at a textile factory in Can Tho province, a rural area in Mekong Delta. Tech Affinity
Low
Affluence
Low
Risk Appetite
Low
Financial Acumen
Low
Her salary can not be regular sometimes because of the factory owner. She always has to worry about her very tight budget, and her family can’t support her financially. She can’t borrow a big loan from a bank as she’s not yet qualified. When she goes shopping in a supermarket, she is introduced to apply for a consumer loan by a salesman of FE Credit.
Devices • Cheap fake iPhone made in China Highlighted behaviors • Interested in radio shows • Prefer Zalo • In need of social connections due to busy and stressful work schedules Use Case • Apply for new loan • Track payment progress • Learn to manage personal budget
INTERNAL STAFF
THAI NGUYEN 24, Single, DSA at FE Credit
Summary Nguyen previously worked at Home Credit and started at FE Credit a year ago as DSA. Tech Affinity
Financial Acumen
Savvy
Low
She just works in office and rarely needs to go outside. Her daily routine is make the call to customers, fill in the applications and submit. She handles the internal FE Credit apps (VNTiger, portal) competently to complete her task efficiently instead of SaleHub. The most daily used virtual community she can check anytime anywhere right is her mobile phone.
“I need an app which is fast, light and easy to use. My phone is always out of memory capacity with full of apps” Highlighted behaviors • Come to office for meetings with customers as it showcases trust • Learn new apps quite fast • Always on Zalo & Facebook Use Case • Contact customers • Check status of loans’ application • Check personal performance
CDL LOAN FIRST TIME ONLINE
MAI 18, Single, College student
STAGES
USER STORIES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
DESIRE
NEED
I see my friends with a newer phone and I would like a new phone too.
I look on Lazada and other online stores for the new Oppo, but realize that I don’t reach the 7 million to buy the phone.
I need to ask someone, somehow to lend me money.
I ask my mom, sh gets upset as I alr have a phone, so I look online for o solutions.
N/A
PARTNERSHIPS
REFERRALS
ONLINE PRESENC
ENVY
DISAPPOINTMENT
LOST
HOPEFUL
Increase Google, Facebook p and E-commerce partnership
OPPORTUNITIES
EXPLORING SOLUTIONS
STAGES
ask e, somehow me money. USER STORIES
I ask my mom, she gets upset as I already have a phone, so I look online for other solutions.
On gobear I find FE Credit & Home Credit as possible loan options. I weigh out the options by comparing the information.
I want to get my phone as fast as possible, so I select the easiest and quickest option.
EFERRALS
ONLINE PRESENCE
DIFFERENTIATE
EASIEST & FASTEST
LOST
HOPEFUL
OVERWHELMED
EXCITED
BUSINESS GOALS
EMOTIONAL REQUIREMENT
Increase Google, Facebook presence and E-commerce partnership.
OPPORTUNITIES
What is unique about FE Credit that we can highlight?
How to appear as quick and easy as possible?
By selecting the credit option, as navigating on my phone I get direc the app store to download the ap
ENCOURAGE DOWNLOA
EXCITED
Opportunity to encourage do Need to ensure its not a drop cause and keep tangibility in
o get my s fast as e, so I select USER STORIES est and t option.
ST & FASTEST
EXCITED
DISCOVERY
STAGES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
ar as quick and easy as
OPPORTUNITIES
By selecting the FE credit option, as I am navigating on my phone I get directed to the app store to download the app.
I download the app, and am reassured i can have what I want. I can apply for a CDL.
I give them my phone number and receive a security code that verifies me.
ENCOURAGE DOWNLOAD APP
3 MINUTES TO APPLY FOR A LOAN
REASSURANCE
EXCITED
WORRIED
ANXIOUS
!
!
Opportunity to encourage download. Need to ensure its not a drop off cause and keep tangibility in mind.
Risk of loosing customer if they perceive there is a chance they don’t get the loan.
Balance between reassuring that its trustable and not taking too long.
It explains what loan and I can se how to pay back.
It allows me to decide ho I pay back each month. It seem too bad after all.
CLARITY
FEELING COMMITT
APPLICATION & ELIGIBILITY
STAGES
em my phone and receive ty code that USER STORIES me.
ASSURANCE
BUSINESS GOALS
ANXIOUS
EMOTIONAL REQUIREMENT
!
een reassuring that its not taking too long.
OPPORTUNITIES
It explains what is a loan and I can select how to pay back.
I see I need to fill my national ID and my address.
I send the documents. And I get the option to complete process by submitting a selfie video online.
It allows me to decide how much I pay back each month. It doesn’t seem too bad after all.
As well I need to send a picture of my family book and a one of the following documents: driving license, electricity bill, bank statement.
CLARITY
CONVEY TRUST
COMPLETE PROCESS ONLINE
FEELING COMMITTED
ANNOYED
HOPEFUL
!
!
How to make the applying process not seem too long.
Under a certain amount could the entire process be online? Would anticipate the selfie part earlier in the flow (Do not need to meet).
I have a good rec I am approved!
CONVEY TRUST IN
FEEL GOOD FACTO
How can I make you feel goo it, increase a sense of respon (e.g. you are a trustworthy p
APPROVED
STAGES
e documents. t the option lete process USER STORIES itting a selfie line.
PROCESS ONLINE
BUSINESS GOALS
HOPEFUL
EMOTIONAL REQUIREMENT
I have a good record! I am approved!
10
days
Lazada delivers me the phone to my home. Inside is a QRcode with a FE Credit promotion I can access on the app.
CONVEY TRUST IN YOU
COMPLETE PROCESS ONLINE
ENSURE APP IS INSTALLED
FEEL GOOD FACTOR
COMPLETION
ECSTATIC
!
!
!
n amount could the be online? ate the selfie part earlier OPPORTUNITIES not need to meet).
I receive an e-contract, I sign it on my phone and send it back all on my app.
RECEIVE PRODUCT
How can I make you feel good about it, increase a sense of responsibility (e.g. you are a trustworthy person).
Under a certain amount could the entire process be online?
Last chance to download app.
I setup my new p and scan the QR to access promo
ENCOURAGE REFER
HAPPY
Give a tangible perception of gain and the small amount I each month.
STAGES
delivers me ne to my home. a QRcode USER STORIES E Credit on I can on the app.
APP IS INSTALLED
BUSINESS GOALS
ECSTATIC
EMOTIONAL REQUIREMENT
RECEIVE PRODUCT
I setup my new phone and scan the QR code to access promotion.
HOW TO PAYBACK
I share a selfie on the FE Credit app with my new phone and want everyone to know.
1
month
I receive a notification, the first month is almost over and I need to do my first pay back.
I open the app an shows me how m I need to pay this month and how t
MAKE PAYBACK SUPER
ENCOURAGE REFERRAL
ENCOURAGE SHARING
ENSURE APP IS INSTALLED
HAPPY
HAPPY
WORRIED
CLARIFIED
!
o download app.
OPPORTUNITIES
Give a tangible perception of the big gain and the small amount I give up each month.
How can I keep up the happy feel and not bring it immediately to sense of obligation.
How to still be firm without scaring.
How to minimize perception
STAGES
ea ion, the first s almostUSER over STORIES ed to do my back.
APP IS INSTALLED
BUSINESS GOALS
WORRIED
EMOTIONAL REQUIREMENT
firm without scaring.
OPPORTUNITIES
HOW TO PAYBACK
START PAYING LOAN
I open the app and it shows me how much I need to pay this month and how to pay.
I see on the location overview that there is a POS close by.
I do my first payback at a partner location.
The app shows m progress and rew me for my good e
MAKE PAYBACK SUPER EASY
HELP FIND BEST PAYBACK OPTION
ENSURE EASY ACCESS
MAKE PAYBACK FEEL
CLARIFIED
AWARE
RELIEVED
How to minimize perception of amount.
HAPPY
How to make payback feel go to send reward (can be just e
STAGES START PAYING LOAN
first payback ner location. USER STORIES
The app shows me my progress and rewards me for my good effort.
I am short on money and unable to do the payment this month. 3
month
E EASY ACCESS
RELIEVED
NOT ABLE TO PAY LOAN
BUSINESS GOALS
EMOTIONAL REQUIREMENT
MAKE PAYBACK FEEL GOOD
ACT AS AN ADVISOR
MAKE PAYBACK FEEL POSSIBLE
HAPPY
CONCERNED
RELIEVED
How to make payback feel good, how to send reward (can be just emotional).
OPPORTUNITIES
On the app it shows me how to put money aside and shows me when I should be able to payback based on that.
How to help someone that cannot pay back (how would mom help you? What would she advise?)
I follow the advis and manage to p enough money as 1
week
REWARD FOR GETTING
RELIEVED
BACK ON TRACK WITH PAYMENT
STAGES
pp it shows to put money d showsUSER meSTORIES hould be able ack based
ACK FEEL POSSIBLE
BUSINESS GOALS
RELIEVED
EMOTIONAL REQUIREMENT
omeone that cannot pay uld mom help you? he advise?)
OPPORTUNITIES
I follow the advise and manage to put enough money aside 1
4
week
START OF NEW CYCLE
All payments are going well. I receive a positive notification.
When I open the app I see some suggestions of other things I would like to buy.
months
REWARD FOR GETTING BACK
REWARD FOR GOOD BEHAVIOR
ENTICE NEW BUY
RELIEVED
HAPPY
EXCITED
I receive a notific that my loan has fully payed off. I really want to g that new TV.
CELEBRATE COMPLE
PROUD
How to make the person fee paying back loan.
STAGES START OF NEW CYCLE
open the app I e suggestions things I USER STORIES ke to buy.
CE NEW BUY
EXCITED
BUSINESS GOALS
EMOTIONAL REQUIREMENT
APPLY NEW LOAN
I receive a notification that my loan has been fully payed off. I really want to get that new TV.
I apply for a new loan.
CELEBRATE COMPLETION
ENCOURAGE NEW LOAN
PROUD
EXCITED
How to make the person feel good for paying back loan.
OPPORTUNITIES
CASH LOAN FIRST TIME ON/OFFLINE
LAN 27, Single, worker at a textile factory
STAGES
USER STORIES
NEED
I receive a message from my mom, her health has worsened. I need to find a way to get cash to pay for her hospital bills.
BUSINESS GOALS
EMOTIONAL REQUIREMENT
EXPLORING SOLUTIONS
My friends at the factory tell me that I can apply for cash on FE Credit. I download the app.
I see an option th shows me how m I could have.
REACH OUT TO SEE SOLUTIONS
MAXIMIZE REFERRALS
SHOW THE SOLUTION
SHOW AVAILABILIT
CONCERN
HOPEFUL
CONFUSED
HOPEFUL
Opportunity to have app link through referral.
OPPORTUNITIES
On the app I see I can apply for cash. But I don’t know how much I will need to help my mom.
How can I make intangible amounts of money more tangible?
FINDING SOLUTIONS
STAGES
pp I see ply for cash. n’t know USER STORIES ch I will need my mom.
THE SOLUTION
BUSINESS GOALS
ONFUSED
EMOTIONAL REQUIREMENT
e intangible amounts e tangible?
OPPORTUNITIES
I see an option that shows me how much I could have.
I answer a few simple questions and the app shows me a range I can apply for.
I ask for something in the middle of what I can afford. Hoping it will be enough.
SHOW AVAILABILITY
SHOW POSSIBILITY
THE RIGHT AMOUNT
HOPEFUL
REASSURED
HOPEFUL
What are different ways FE Credit could help? Chat bot? Go to POS? Anything we can use as a calculator? Predictor of amount needed
Ways to help reassure about the amount asked
The app asks me my mobile numb and sends me ba a code, it says fo security reasons
REGISTER AND VER
CURIOUS
something in dle of what ord. Hoping it USER STORIES nough.
IGHT AMOUNT
HOPEFUL
APPLICATION ELIGIBILITY
STAGES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
reassure about the d
OPPORTUNITIES
The app asks me for my mobile number and sends me back a code, it says for security reasons.
The app shows me what a loan is all about and how I want to payback.
I need to submit my address and my ID number it says to know who I am.
REGISTER AND VERIFY
EDUCATING
EFFICIENCY
CURIOUS
CLEAR, BUT SCARED
CLEAR, BUT SCARED
Screens indication locations of POS and Couriers
I need to send m family book and either the driving license, electrici bill, bank statem
ALL THE RIGHT DOCUME
MOVING FORWAR
TION ELIGIBILITY STAGES
submit my and my ID it says to USER STORIES ho I am.
I need to send my family book and either the driving license, electricity bill, bank statement.
FFICIENCY
ALL THE RIGHT DOCUMENTATION
IMMEDIATE SOLUTION
SHOW OMNIPRESENCE
MOVING FORWARD
RELIEVED
EXCITED
BUSINESS GOALS
, BUT SCARED
EMOTIONAL REQUIREMENT
ation locations of POS
OPPORTUNITIES
After a few minutes I receive an SMS telling that I am approved and that we need to meet in person to get the cash.
As it is over a certain amount do not give the online verification option, can only go to POS
On the app it shows me the locations closest to me.
I go to there and with someone fr FE credit.
BUILD RELATIONSH
ALMOST DONE
PAYBACK
STAGES
ew minutes nfirmed and cash. USER STORIES
I get a notification that my first payback is almost due. 1
month
I put enough money aside and use the meet me option for a courier to come and collect the money.
All payments are going well and I complete my payback. 9
week
FFICIENCY
GUARANTEE PAYBACK
SERVE
SUCCESS
RELIEVED
NERVOUS
RELIEVED
RELIEVED
BUSINESS GOALS
EMOTIONAL REQUIREMENT
OPPORTUNITIES
CASH LOAN CUSTOMER ONLINE
LAN 27, Single, worker at a textile factory
STAGES
USER STORIES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
DESIRE
NEED
I receive a message from my mom, her health has gotten worse.
In the morning I arrive after Huy, he just got a new motorbike and is faster than me. I add a motorbike to my wishlist.
I meetup with An, we talk about the new series, I would like to see it on a TV.
ENCOURAGE SAVING WISHES
INTERACT WITH PROMOTIONS
REACH OUT TO SEE SOLUTIONS
ENVY
EXCITEMENT
CONCERN
She tells me there is a promotion on the app for a TV.
I check on the app my per-approval rating and see if I can help out my mom.
On the app I see apply for cash. But I don’t know much I will need help my mom.
SHOW AVAILABILI
CONFUSED
How can I make intangible a of money more tangible?
OPPORTUNITIES
NEED
STAGES
e a message y mom, her USER STORIES has gotten
e app my l rating and see if I my mom.
TO SEE SOLUTIONS
CONCERN
BUSINESS GOALS
EMOTIONAL REQUIREMENT
EXPLORING SOLUTIONS
On the app I see I can apply for cash. But I don’t know how much I will need to help my mom.
I get clarifications on the amount needed, and apply for the cash.
SHOW AVAILABILITY
REACH OUT
QUICK APPLY
CONFUSED
REASSURED
RELIEVED
What are different ways FE Credit could help? Chat bot? Go to POS? Anything we can use as a calculator? Predictor of amount needed
How to appear as quick and easy as possible?
How can I make intangible amounts of money more tangible?
OPPORTUNITIES
I try to reach-out for help and explain the issue.
I see on the app that there is a PO location nearby. And go to collect the money.
GIVE FEELING OF OMNIP
RELIEVED
Screens indication locations and Couriers
STAGES
COLLECT MONEY
SECOND PARALLEL
rifications mount USER STORIES and apply ash.
I see on the app that there is a POS location nearby. And go to collect the money.
ICK APPLY
GIVE FEELING OF OMNIPRESENCE
IMMEDIATE SOLUTION
PROMOTIONS
CREATE URGENC
RELIEVED
RELIEVED
CURIOUS
EXCITED
ELIEVED
BUSINESS GOALS
EMOTIONAL REQUIREMENT
r as quick and easy as
OPPORTUNITIES
Screens indication locations of POS and Couriers
I bring the money with me and go to the hospital where my mother is staying.
While watching the second episode of the TV series I remember about the TV promotion.
On the app I see only available fo more days.
STAGES
atching nd episode V series USER STORIES ber about romotion.
OMOTIONS
CURIOUS
BUSINESS GOALS
EMOTIONAL REQUIREMENT
SECOND PARALLEL LONE
On the app I see its only available for two more days.
DELIVERY TV
I decide to apply for it even thou the pay back for my mothers medical bills are still in process.
My request for the TV is approved.
CREATE URGENCY
N/A
CELEBRATE
CELEBRATE
EXCITED
GUILT
HAPPY/CONCERNED
HAPPY
! How to make user aware of risk without deterring from taking a loan
OPPORTUNITIES
FE Credit Courie delivers my TV. 1
week
STAGES
ONGOING LOANS
DELIVERY TV
est for the TV ved.
FE Credit Courier delivers my TV.
I can see an overview of my two ongoing loans and suggestions on how to plan for it.
I struggle to keep both on track. FE Credits notices and sends me suggestions.
CELEBRATE
HELP YOU NOT FEEL OVERWHELMED
SUPPORT
SHOW FLEXIBILIT
HAPPY
WORRIED
OVERWHELMED`
ANXIOUS
USER STORIES
1
week
LEBRATE
BUSINESS GOALS
/CONCERNED
EMOTIONAL REQUIREMENT
OPPORTUNITIES
How can I help the user understand how to put money aside and not get overwhelmed
I change my payb scheme for the TV loan. And focu on paying back fi the cash.
How can we put together sug and self readjustments
STAGES
e to keep track. USER STORIES ts notices and e suggestions.
UPPORT
BUSINESS GOALS
RWHELMED`
EMOTIONAL REQUIREMENT
COMPLETE ONE PAYMENT
I change my payback scheme for the TV loan. And focus on paying back first the cash.
I have now the TV loan to payback.
9
month
I have a peak at m wishlist and see the motorbike. But FE Credit tel me to focus on th TV payment.
SHOW FLEXIBILITY
PRAISE
DON’T LOOSE FOCUS
KEEP FOCUS
ANXIOUS
RELIEVED
ANNOYED
CURIOUS
How can we put together suggestions and self readjustments
OPPORTUNITIES
I finish paying back the cash. I get a reward for that.
How to enforce perception o of whishlist as reward
STAGES
ow the TV ayback. USER STORIES
LOOSE FOCUS
ANNOYED
BUSINESS GOALS
EMOTIONAL REQUIREMENT
COMPLETE SECOND PAYMENT
I have a peak at my wishlist and see the motorbike. But FE Credit tells me to focus on the TV payment.
I get extra points for my good payback.
9
1
month
My social status as a reliable per and I want to sha with my friends.
month
KEEP FOCUS
CELEBRATE
REWARD
CURIOUS
HAPPY
HAPPY
How to enforce perception of content of whishlist as reward
OPPORTUNITIES
I complete the payment for my TV.
ENCOURAGE SHAR
PRIDE
How to maximize sharing? W app? Through other media?
STAGES
SHARE GOOD BEHAVIOR
ra points for payback.
REWARD
HAPPY
USER STORIES
1
My social status rises as a reliable person and I want to share it with my friends.
By sharing I manage to convince a friend to use FE credit and get a referral reward.
Thanks to the referral reward I can now get a big discount on the motorbike on my wishlist.
ENCOURAGE SHARING
REFERRALS
USE REWARD
PRIDE
HAPPY
ECSTATIC
month
BUSINESS GOALS
EMOTIONAL REQUIREMENT
How to maximize sharing? Within FE app? Through other media?
OPPORTUNITIES
How to maximize the referral system
SALES HUB JOURNEY
THAI 24, Single, DSA at FE Credit
STAGES
USER STORIES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
OPPORTUNITIES
LEAD
FIRST APPROACH
I receive a notification from my manager throughout the sales app to contact an identified lead.
I contact through the sales app the lead and say that he might be interested in a loan, and ask how I can help.
I suggest that the best solution for opening a new business is a cash loan.
EASY ACCESS TO LEAD
FIND THE RIGHT LOAN
SUGGEST THE RIGHT LOAN
INTERESTED
INQUISITIVE
HELPFUL
Can the app help give suggestions when approaching a new customer based on information collected through big data?
I then need to ex the offer and documents that w be needed to app as well as indica the app.
CLARITY & INDUCE EXC
CLEAR
Facilitate the downloading o
ST APPROACH
t that the best for opening usiness is a STORIES USER n.
THE RIGHT LOAN
HELPFUL
DOCUMENT COLLECTION
STAGES
BUSINESS GOALS
EMOTIONAL REQUIREMENT
elp give suggestions ching a new customer rmation collected OPPORTUNITIES ata?
I then need to explain the offer and documents that will be needed to apply, as well as indicate the app.
I receive the documents from the client through the app.
CLARITY & INDUCE EXCITEMENT
RECEIVE ALL DOCUMENTS ASAP
REDUCE BACK & FORTH
PROCEED QUICK
CLEAR
ACCOMPLISHMENT
ANNOYED
REASSURED
ID, Family Book & other relative to product.
I notice straight away that one of the documents is blurry. I inform the client straightaway.
I receive the document again. This time it is cle
! Facilitate the downloading of the app.
The app should detect if the uploaded images have any issues.
How can I make intangible a of money more tangible?
VERIFICATION
T COLLECTION STAGES
straight away of the nts is blurry. USER STORIES the client away.
BACK & FORTH
BUSINESS GOALS
NNOYED
EMOTIONAL REQUIREMENT
I receive the document again. This time it is clear.
Because the loan isn’t too high, the customer app allows for online verification.
I receive a short selfie video and I can judge from it if the person is trustworthy
PROCEED QUICK
MAXIMIZE ONLINE PROCESS
MAKE THE RIGHT JUDGMENT
QUICK APPROVE
REASSURED
EFFICIENT
INQUISITIVE
EFFICIENT
!
!
d detect if the ges have any issues.
OPPORTUNITIES
How can I make intangible amounts of money more tangible?
Based on price of loan create a two way solution. If higher then X do not show online option, if higher, show.
Is there a way to help the sales person understand if the person is trustworthy?
All the document loan amount are already on the sy I add my verificat approval on the a
DOCUMENTS ARE AUTOMATICALLY UPLOADED/APPROVAL
STAGES
a short selfie d I can judge f the person USER STORIES worthy
RIGHT JUDGMENT
BUSINESS GOALS
QUISITIVE
EMOTIONAL REQUIREMENT
y to help the sales stand if the person is
OPPORTUNITIES
All the documents and loan amount are already on the system, I add my verification approval on the app.
I automatically get a contract number and have an overview.
QUICK APPROVE
MAKE SURE ITS ALL THERE
IMMEDIATE
EFFICIENCY
EFFICIENT
CERTAIN
EFFICIENT
EFFICIENT
National ID, approved loan, Time for repayment, verification, contract number and any extra documents.
Clear overview of all documents, check list, so its all clear before proceeding.
I approve the case. App automatically generates the contract and sends notification to the client.
Confirm relationship with client.
The client choose meet-up through I receive notificat trough the app to the client.
PREPARING CONTRACT
STAGES
e the case. omatically es the contract USER STORIES ds notification ent.
The client chooses meet-up through app. I receive notification trough the app to meet the client.
I have a last check at the generated contract before seeing the client.
When we meet I confirm with the client in person the amount and explain through the app the payback process.
I show the select payback tenure a the screens for t payback options the client would s
MMEDIATE
EFFICIENCY
AXIOMATIZATION
APP INTRODUCTION
CLARITY
FFICIENT
EFFICIENT
EFFICIENCY
IMPORTANT
DECISIVE
BUSINESS GOALS
EMOTIONAL REQUIREMENT
!
onship with client.
OPPORTUNITIES
Connecting human touch and app.
Does it make sense to give t possibility to change the con case during the meeting the decides to change tenure?
SIGNING CONTRACT
STAGES
e meet m with the person the USER STORIES and explain the app back process.
I show the selected payback tenure and the screens for the payback options as the client would see it.
As everything is clear the client signs on my screen the e-contract. It’s automatically sent to the manager.
Management approves and sends back through the app, both to client app as well as my app.
NTRODUCTION
CLARITY
EFFICIENCY
EFFICIENCY
CLEAR OVERVIEW
MPORTANT
DECISIVE
CONVINCED
SATISFACTION
SUCCESS
BUSINESS GOALS
EMOTIONAL REQUIREMENT
!
uman touch and app.
OPPORTUNITIES
Does it make sense to give the possibility to change the contract in case during the meeting the client decides to change tenure?
Big opportunity to maximize client back and forth by optimizing the contact with the manager.
As the signed contract is automatically ad to the other documents, the l is emitted.
DISBURSEMENT
STAGES
ment s and sends ough theUSER app, STORIES lient app as my app.
As the signed contract is automatically added to the other documents, the loan is emitted.
START OF PAYBACK
Status changes from apply to pay, and I can hand the cash to the client immediately.
I signal on the app that the cash has been handed over and the status changes from pay to payback.
My case is now c and will be follow by the collection
QUICKLY MOVE TO NEXT
FFICIENCY
CLEAR OVERVIEW
EFFICIENCY
PROGRESS
TISFACTION
SUCCESS
SUCCESS
ACHIEVEMENT
BUSINESS GOALS
EMOTIONAL REQUIREMENT
Great opportunity to disburse in person as the client is already there
OPPORTUNITIES
COMPLETION
STAGES DISBURSEMENT
gned is ically added USER STORIES her nts, the loan ed.
R OVERVIEW
SUCCESS
BUSINESS GOALS
EMOTIONAL REQUIREMENT
START OF PAYBACK
Status changes from apply to pay, and I can hand the cash to the client immediately.
I signal on the app that the cash has been handed over and the status changes from pay to payback.
My case is now closed and will be followed by the collection team.
EFFICIENCY
PROGRESS
QUICKLY MOVE TO NEXT CLIENT
SUCCESS
ACHIEVEMENT
COMPLETION
Great opportunity to disburse in person as the client is already there
OPPORTUNITIES
USABILITY STUDIES
VALIDATION FOCUS
IDENTIFY ANY INTERRUPTIONS IN THE FLOW
OVERALL FEEDBACK OF THE APP CONCEPT
GATHER ADDITIONAL INSIGHTS FROM OUR USERS
CONSUMER LOAN APP
WHO WE TALKED TO
3
2
1
CURRENT FE CREFIT CUSTOMERS
THAT HAVE PREVIOUSLY USED A LOAN
THAT HAS NEVER APPLIED FOR A LOAN
HOME SCREEN LOAN OPTIONS Observations: The options are clearly displayed Users knew clearly how to pursue a cash loan Labels should descriptions not actions Points sign up and login could do with some clarification Promotions look too much like advertising
Improvement points: Keep header language consistent | Clarify points and login | More subtle promotions
💡
HOME SCREEN PAYBACK Observations: The payback is clear, no issue or unclear points In the payback history the colours are confusing The circle is a clear representation of the months for payback The total and the remaining payback need to be indicated
Improvement points: Improve payback overview amount | Improve payback history
💡
LOAN PROCESS FLOW Observations: Overall flow seems clear and fast The loan explanation after OTP interrupts the flow At the moment of taking pictures they need guidance Points sign up and login could do with some clarification
Improvement points: Move the loan explanation to a summarised version at the begging of the loan type | Add more guidance
💡
CONCEPTS Observations: Browsing concept feels faster and to give more freedom The mom concepts feels overall more as a support Worried when there is too much text
Conclusions: How to integrate feeling of support within the browsing concept
💡
IMAGES STYLE Observations: Overall photos resonate more with users Introducing the hand is more direct The gesture of the hand can be considered as disrespectful
Conclusions Keep photography to represent loans
💡
SALES HUB
WHO WE TALKED TO
2
2
1
AGENT WHO KNEW THE EXISTING SALES APP
KNOW ABOUT THE APP BUT DO NOT USE IT
DOES NOT KNOW THE APP
LOGIN Observations: Users found the PIN code useful because they did not need to enter their user name and password repeatedly.
Recommendations: Successful idea can proceed in implementation
💡
HOMESCREEN Observations: Users were unsure about the suitcase button but they like the idea of quick report access The information on the screen is clear and useful to the users
Recommendations: Have clear before and after set up screen | Improve on language and words to instruct users | Floating button?
💡
RANKING Observations: Users found it interesting and transparent
Recommendations: Implement the function
💡
CALCUALTOR Observations: Calculator is hard to interact Lack of insurance information
Recommendations: Make it easier to input precise amounts | Be more specific on the insurance section
💡
DESIGN CONCEPTS
DESIGN PRINCIPLES
ALWAYS TANGIBLE
NEVER REJECT
STAY AUTOMATED
BE LIKE MOM
GUIDED PROCESSES
FUN GAMIFICATION
TANGIBLE RESULTS MOTIVATE CUSTOMERS When money is a tricky game, users are more inspired and comfortable when they can see exactly what they get from financial services as non-monetary objects to enrich their life.
REPLACE REJECTIONS WITH PRACTICAL SUGGESTIONS Throughout application process, users should be recommended with positive and practical possibilities to sooth a hard day in life. A resourceful companion is always welcomed.
AUTOMATION SAVES MORE TIME TO ENJOY LIFE Most customers follow a tight schedule full of intensive working shifts everyday. Hence, the more optimized application process becomes, the more users can savor precious moments.
BUILD TRUST, OFFER UNCONDITIONAL LOVE Warmly embrace users (like mom) no matter how much clumsy or clueless they might seem. All they need is being listened and empathized as their daily life has never been easy.
STEP BY STEP GUIDANCE MAKE A DIFFERENCE Comprehensible instructions would become easy to digest when presented in one small step at a time. Eventually, the whole process is so much comfortable and fuss free.
BECOME FUN & EASY AS PLAYING GAMES Gamification tactics bring both entertaining and educational values which also increases financial literacy in a long run. Who doesn’t want to play a fun game anyway?
Pre-Login
CUSTOMER APP SITEMAP
Login
FEC Customer yet?
Apply
No
Yes
Post-Login
My Loan
PayBack timeline
Pro le
Referral
Global Navigation
Products
Noti cation
Scan QR
Support/FAQ
Locate
Wishlist
CDL Veri cation
Pay
My Payment
Personal Loan
Interested
Enter Phone Number Payment History
Rewards
Credit Card
Settings
Auto Loan Promotions
OTP
Apply
S1. Learn more about product E-signature
Yes Approved?
S2. Enter personal information S3. Upload & Submit documents
No
Learn more "why?" Contact us Request for call back
INTERACTION STRUCTURE
PRODUCT SECTIONS This is where user can look through main product category and they can go to details page of that category by tapping on its image
INTERACTION STRUCTURE PRODUCT’S COVER IMAGE QUESTION FILLING FORM User is able to answer question by choosing all available answer
This is where we display image of a product
INTERACTION STRUCTURE CONTENT AREA This is where we display content and information of the pages. Eg: Tips, Quiz, etc.
INTERACTION STRUCTURE
PERSONAL LOAN PROCESS TRACKER User is able to track their document process through this tracker
INTERACTION STRUCTURE
LOCATION TRACKER Location Tracker provide topmanagement user ability to look through nearby store locator
SALES HUB
SALES HUB SITEMAP
Pre-Login
Login
Post-Login
Global Navigation
Walkthrough
Noti cation
Report
Leads
My Contacts
To-do
Information
Quick Link
Sales
New Leads
Team Contact List
To-do list
Product List
Check-in
Check-in checker
My Leads
POS Location
New Lead
Pro le
To-do Message
INTERACTION STRUCTURE
FLOATING ACTION BUTTON BOTTOM NAVIGATION On each of the Level 1 pages, tapping on a bottom navigation icon takes user directly to the associated view or refreshes the currently active view.
On every pages, tapping on a floating action button takes user directly to check-in/ check-out and report daily routine
INTERACTION STRUCTURE HEADER SECTION In this example, there could be a contextual action. E.g. Profile, Notification, etc.
SCROLL FOR INFO User is also able to scroll down to access more content and browse through the platform to Level 2 and Level 3 pages.
INTERACTION STRUCTURE CONTENT AREA This is where we display content and information of the pages.
SECONDARY NAV On certain sections, there could be a secondary navigation to enable the user browse between choices. If the nav exceeds the screen area, it may scroll. E.g. New lead, My lead, Contact, Message, etc.
The rule of thumb is to have a maximum of 2 columns on mobile.
INTERACTION STRUCTURE
ACTION BUTTON When user taps on this button, it will lead to an specific action
INTERACTION STRUCTURE
NEARBY LOCATION TRACKING Nearby Location Tracking provide top-management user ability to keep track on their staffs
INTERACTION STRUCTURE GOING NATIVE For keyboard and numpads, we recommend to use native components of either iOS or Android to keep it easily scalable. They should be customised to the field requirements to reduce the ‘guessing game’. E.g. If it a numerical input, then only display the number pad.
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return
DESIGN DIRECTION & PRODUCT PERSONA
DO’S • • • •
Clear Hierarchy Strong contrast Use of shades of green? Use of soft drop shadows?
DONT’S • • • •
Over clutter information 3D effects or gradients Complicate icons Unclear hierarchy
PRODUCT PERSONA 1. RELIABLE 2. DIRECT 3. ACTIONABLE
DESIGN FOR TRUST We are secure. At all times, the experience should look and feel secure. There should be no lag, glitches or errors throughout.
PRODUCT PERSONA 1. RELIABLE 2. DIRECT 3. ACTIONABLE
SIMPLICITY REDUCES DISTRACTION We are concise. Use of simple language and clear hierarchy of design aids the user in making decisions.
PRODUCT PERSONA 1. RELIABLE 2. DIRECT 3. ACTIONABLE
CLEAR, DIRECT & ACTION ORIENTED CALL TO ACTION We are focused. Our language and design always motivates towards an action or conversion. Copy is action oriented.
PROVIDING EASE AND SUPPORT
EMPOWERING THE SALES PROCESS
FACILITATING PAYBACK
THANK YOU.