To uncover usability gaps in the complex mobile loan application process, we conducted qualitative interviews (via an external agency) and quantitative testing with Useberry. We did A/B testing with different visuals (illustrations vs. photography) and slightly different flows. We measures task completion rate and time, gathered insights from heatmaps and collected feedback on overall impression, terminology comprehension, CTA visibility and perception, trust and support needs of the users. We supplemented our research with benchmarking against major Austrian competitors.

Findings were distilled and presented and a design iteration took place. We included explanations of certain terms, brought additional relevant information to the screens to build trust, improved visibility of certain CTAs, and performed additional design changes, that even if small, had been shown to impact user conversion.

After the design iteration, I collaborated closely with the Italian UX and development teams in an agile setup. I also helped organise the localisation efforts and contributed to the intensive QA testing through to MVP1 rollout.