Macquarie Bank
Macquarie bank has grown rapidly and is now challenging Australia's big 4 banks.
Dean was the first member of the Digital Loan Origination team and helped set up the user centred design practices and culture to enable the team to grow and deliver results.
My Role
Dean has been a Senior User Experience Designer in Macquarie, including:
Digital home loan applications and the first digital experiments for the home loans team, as well as ensuring the user experience was mobile friendly, implementing years of testing across many sites.
Macquarie's first digital car loan application for consumers, including applications launched directly from the Tesla web site.
Practices such as Design huddles / critiques, user research including value proposition testing, hypothesis testing and usability testing in the digital loans space.
Context and objectives
Macquarie bank has been growing its presence in retail banking, including home and car loans, with article published in the Australian Financial Review charting the bank's meteoric rise that now threatens the major banks. The bank has actively recruited user centred design professionals to help achieve its objectives in the lending space
Results
Home loans
Dean has helped make the online application experience as user friendly and easy as possible, including designing and testing features to increase conversion and efficiency.
CarLoans
Senior stakeholders have been very impressed with the design work and customer feedback.
Approach & activities
Discovery
• Workshops to clarify business objectives
• Adobe Analytics identifying drop out points
• Competitor analysis including usability testing
• Customer needs analysis
Design, test and build
• Design sprints involving the team
• Cadence usability testing with customers
• Quantitative testing via surveys
• Tech feasibility and design iteration.
Post-implementation
• Conversion reviews and optimisation