HC app on phone

Home Credit Philippines Mobile App

OVERVIEW

For over 8 years, home credit has been established as a leading consumer finance company providing opportunities for non-credit card country to avail of gadgets and appliances through monthly installments. As the company expands its product offerings to be filipinos shopping partner, the mobile app required a refresh and a massive design overhaul to accommodate the growth of the business and address the needs of existing and potential customers.

ROLE

The Challenge

How might we improve the My Home Credit app, to cater to the growing needs of the Business and address the users latent needs?

In 2017, The my home credit app is a single use app only allowing loan customers to conveniently manage their loan repayment schedule as it's sole functionality. Once loan customers have repaid their dues, they don't see any use for the service or the app anymore.

In 2018, Company took advantage of the shift of human behaviours in conducting their day to day activities as they become heavily dependent on technology and reliant on mobile devices. With this opportunity, the company used that as a leverage to augment the home credit experience. Using the mobile app to drive more business and generate new revenue streams

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THE STRATEGY

The challenge is beyond creating better visuals. The task is building a holistic experience that will be beneficial to both business and its customers. For us to better address the challenge, we have to see it in both (business / users) perspectives. With the overarching goal of the company of being present once in our loan customers life cycle to being part of their everyday lives as a source of great deals and discounts.

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TL:DR: Here's a general approach I often use in my projects. Click here to skip my strategy

STARTING WITH THE BASELINE

We had to start the re-design approach by reaching out to the business streams and stakeholders to thoroughly understand their goals and objectives. Setting up spotlight sessions with them is a weekly activity I had to do during the first phase of the re-design.

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Aside from defining the business challenges and objectives, understanding the product offerings of each streams, their value proposition and assumptions on users are some activities I regularly do during baselining with the business.

BASELINING WITH THE USERS

Understanding the people we are designing for is as equally important as the needs of the business. Just like any other projects, I regularly kick-off the research phase by defining who am I designing for. Defining the things I wish to learn from them, as well as breaking down the jobs that they hire the product for as these influence the task scenarios I would need them to perform during the test.

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BUILDING THE STRUCTURE

From all the learnings about the users and the needs of the business, I start by working on the segmenting the information according to relevant information. This serves as the information structure aiding us in translating the idea and strategy to a tangible product.

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BUILDING THE TANGIBLE PRODUCT

From the created information architecture, I had to jump to series of sketching and low-fidelity wireframing to validate if the paths and navigation make sense. This also helps me find dead ends in the user journey, negative paths and error states.

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EARLY AND CONSTANT VALIDATION

The key to ensure that the product will provide value to our customers, Usability testing is introduced as early as possible. Sketches and wireframes are constantly tested with users by asking them to perform tasks using the created wireframes and iterate it as we spot errors and flaws along the way.

THE OUTPUT

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From an app that a user would use seasonally for checking of loan details to an app that user would interact on a day-to-day level.

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THE RESULT

* Disclaimer: Results is not only attributed to the my contributions alone.

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