Tricolor Plus
A unified digital customer experience designed to support all
aspects of the car buying process – learn, buy, pay, service.
Responsibilities
- Heuristic review
- Benchmarking
- User research
- Wireframing (LF & HF)
The story
With Tricolor’s fast expansion, there was a need to re-engineer the current digital strategy in order to create the best customer experience and improve overall operational efficiencies.
Multiple internal systems do not deliver fully integrated solutions, resulting in disconnected customer experiences, sub-optimal business processes and above market technical cost structures.
The idea was to implement a unified, modern and integrated platform based on leading technical architecture, business processes and emotionally engaging experiences informed by a robust end-to-end digital strategy.
My role in the project
Worked alongside the creative team and developers, creating a consistent experience for users browsing corporate websites. Focused primarily on mockups for the interface and the different journey maps for each task the potential customer needs to accomplish.
- Defined the UX strategy for internal software and conduct the design solutions based on business goals, user needs, product scope and design thinking.
- Participated in various aspects of the design process (research, ideation and design).
- Worked with development and marketing teams on decision making related to UX/UI guidelines and best practices for the company.
- Wireframe design of user interfaces, interactions, and architecture.
- Responsible for transforming user feedback into wireframes, journey maps and visual design models that can be digested into sprints.
- Manage multiple projects from concept to completion.
- Present and effectively communicate concepts to internal and external clients.
- Reviewed existing and proposed products.
- Coaching development personnel so they can deliver a feasible UX solution to a specific client’s need
Project’s highlights
Outdated processes and strategy
The customers had recurrent issues understanding the loan approval and monthly payments processes. So when they reached the customer support, the response time was excessive since the reps had to go through a lot of “small apps” to get a full perspective on the matter.
Considering traffic from mobile devices represented the majority of visits to Tricolor’s website, the approach was to develop a fully-featured mobile app for customers, so they could manage the billing of their loan and also request a new one.
Disjointed user experience
Originally, the customers could reach a payment portal after a couple of redirects from the corporate website, but the interface made it look like you were in the wrong place.
Web payment portal and mobile app were designed so the UI‘s look and feel becomes consistent with the brand guidelines and other marketing campaigns.
App prototype
More case studies
So far so good? If you want to know more about me, you can download my resume or my portfolio.