Creating loan offerings and onboarding customers

I started at MyBanker in the middle of a completely redone product launch. All the core decisions had been taken before I started, so my main focus was individual functionality, that had not yet been created.

I knew precious little about banking and mortgages, before tackling this challenge. Luckily, most of the new B2B suite had already been planned, so I mostly could focus on the key aspect of the service: How the banker should give an offer, to the customer - and use as little time as possible doing it.

Besides the usual qualitative research, I spent a lot of time looking at HotJar recordings, on how offers was created in the old system. This gave me a lot of insight into the bankers flow and helped me prioritize functionality.

Catastrophic launch

Well… when releasing the new version, the feedback was overwhelmingly negative. All the bankers hated it. So we had to act fast and start interviewing them about their issues.

Turns out, that the only thing they really liked in the new version, was the only custom designed part of it - the part I had worked on. It wasn't the features or information, but the way it was structured and presented, that made no sense to them.So I got to work, doing sessions and made a complete UI overhaul of the system, to better fit into their workflow. It took about a month and had it taken any longer, we might have started losing business partners.

Luckily, we managed to ride of the storm. Some key takeaways:

• Asking the users which features they want and cramming them into an interface, is not UX work.

• Don't assume users will like your new system, just because it is prettier than the old.

• In-house experts are not your end-user.

• Not doing actual design work before developing and shipping a product, can be fatal.