The personal loans project brief was to increase sales of loans in a responsible way. 

 

The previous origination form was not responsive and CommBank also sought to improve app start to submit rates.

 

The project went through a Discovery phase to identify key drop out points and ways the user experience could be improved in terms of usability and financial wellbeing.

 

THe UX design process involved rapid design, testing and iteration of concepts with customers to identify the best level of ease for entry of customer information and friction to get customers to think about how much they should borrow and whether they will be able to make repayments.

 

The final design has proven successful against all the key objectives including business and customer outcomes.