Simplifying the loan process for home improvements.
Brighte
The Goal
Simplifying the loan process for home improvements that offer customers sustainable solutions.
What is it all about?
Our job was to help Brighte with two key strategies:
- Increase the self-serve actions, which would in turn reduce costs in the customer service team whilst increasing engagement through the app.
- Increase re-engagement of Brighte’s current customers for future loans.
What did we find out?
We discovered 3 key insights:
- People are overwhelmed with the amount of information on sustainable products.
- People want to know what financial benefits they will have.
- People found that there was poor/no communication from vendors.
Who did we discover?
The research uncovered the ‘Money Savvy Homeowner’.
- They make decisions based on their own online research.
- They need to know what financial gain they will have with their next investment.
- They want better control of their expenses which will help to reduce their bills.
What’s the problem?
The ‘Money Savvy Homeowner’ needs to have a clear idea of the return on investment, so they have a good understanding about the benefits to their future finances.
What did the insights and the problem statement lead us to?
They led us to an ideation process where we took into consideration the following key points:
- How to help the user to learn about sustainability, different products and their benefits.
- How to help them through the different processes
- How to make every single step of the process smooth and simple?
What’s the solution?
The idea was to showcase real cases using people’s experiences that the user could relate to. Unfortunately, not all of the team agreed and we needed to conduct more research to validate the idea and then develop the prototype.
Would like to see it?
Check out the mid-fidelity prototype below
Always be open and recursive to find solutions.
It is really important to understand that projects can have limitations and/or issues that could affect the process. We need to be open and face them positively to try and find solutions that will help keep us on track.
Let the process help you to shape the project.
During the development of the project we had several issues that forced us to pivot and take a different approach. Research was a key role that helped us address the issues that we faced and validate the findings.
Client involvement is fundamental for success.
It is really important to have the client involved during the whole process. They will help to validate the findings, provide their expertise and will help to get through the most challenging parts of the process using their knowledge.