Role | Project lead, working alongside my team's content designer, product manager and FE & BE engineers

Skills

Tools:
Figma
Wireframing
Prototyping
Chattermill (CX platform)
User research / Usertesting.com

Original and the test variants

The Problem

We know through customer feedback and previous research that users’ confidence in applying through ClearScore and understanding of key terms (‘pre-approved’ and ‘representative APR’) is low.

Why is this important?

• This could lead users to rejections and damaging hard searches which then damages their confidence and trust in ClearScore.

• This could also prompt users to go to other platforms to search for credit.

  
  

Considerations & constraints

1. The current PDP is heavy with legacy code

2. Our team was tasked with delivering short experiments to gather insights & get quick wins

3. Usage of existing design system components

4. Other verticals & global markets

   
   

Success metrics

📈 Increase in user confidence

• How: User testing following conclusion of the experiment

❌ No harm to business metrics

• How: Monitoring key metrics - revenue, apply clicks

User Testing

I used usertesting.com to gather feedback from users and determine whether the test variants would be successful against the original.

Key findings

• No negative reaction to the new test variants

• Preference for the test variants

Participant quotes

“Nice... easy amount of broken down stuff here.”
“I think this looks more professional than the other layout”

Key learnings

Enhanced user experience and trust justify implementing improvements

UI is integral to the UX of this customer journey