UX Research · UX UI Design
A unified finance experience, across every channel.
The client was modernising its asset finance experience across Australia and New Zealand. Customers, dealers, and internal teams were working across fragmented systems and manual processes, which created duplicated effort, slow responses, and inconsistent experiences between channels.
Across three streams, I worked from research through UX design, prototyping, and testing to translate complex internal logic into clear, customer-first experiences, and to define the foundations for a future-state self-service platform.
The work
Partner Portal Redesign
A 15-day quick-win redesign of the dealer and partner portal used to create quotes, submit applications, and track customer financing. As sole designer, I reoriented the dashboard around the tasks partners actually perform and handed a fully documented build to the offshore team.
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With no budget to recruit partners, I treated the evidence already in the business as the research: partner interviews from a separate workstream, and the Customer Services lead, whose team fields the daily questions and knew which reference fields partners actually chase.
The subtler problem was language. The portal exposed statuses that described the lender's internal process, not what a partner should do next, so I sat with a system expert to learn what each state meant and remapped them to plain, action-oriented labels, handed over as an artefact the business could validate for feasibility. To keep the offshore handover fast, I tagged every component as existing, adjusted, or new, so the team could see at a glance what they had to build.
Customer Application Flow Redesign
An end-to-end design for a customer-facing self-service application, where none existed before. The core challenge was defining the minimum a customer needs to supply versus what the business requires to assess an application, then translating that logic into a clear, guided flow. I was sole designer, with stakeholder sessions co-facilitated alongside the CX strategy lead.
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To break the silos behind the broken process, the team ran a workshop with 26 stakeholders from 12 functions, Credit, Risk, AML, Legal, and more. I prepared the wireframes as the catalyst and synthesised the input afterward, where data reuse surfaced as the real unlock. One pattern that came from it: confirm a company's ABN, pull its director and shareholder details from Equifax, and the customer only has to check them, not type them.
Two decisions carried compliance weight. Consent followed the Consumer Data Right, granular and itemised rather than bundled into one box, and identity verification defaulted to Digital ID through a tab pattern that nudges the lower-friction path without removing the manual option, which also tightens KYC and AML.
Future-State Self-Service Platform
A future-state app letting customers access their contract information and handle key tasks (payout quotes, payment history, amortisation schedules, contract copies) without going through a dealer or the client. In a close-knit design team, I personally owned the contract page and payout flow, built the information architecture, designed the responsive system across customer, dealer, and staff views, and wired up the mobile prototype used for stakeholder buy-in and usability testing.
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Payout drove the work. It accounts for 80% of Customer Service calls, yet only 10% lead to an actual payout, so most of that volume is people who simply want to see a number. Moving it to self-service frees the call centre for the cases that need real care.
Getting it right meant designing service logic, not just screens. With the payments team I worked out when a quote can be trusted: it expires at 5pm the day before the next payment, allowing for bank deposit times and weekends so cleared funds land before the deadline. Legal and Compliance shaped the reason-for-quote step, and I ran the testing myself, six customers, six dealers, and three staff, then synthesised it and wrote the report.
The result
Across the three streams, the work translated complex internal systems into clear, customer-first experiences, defined the structural and data foundations for a future-state self-service platform, and aligned stakeholders across the business around a shared direction.
The mobile prototype was used to secure senior stakeholder buy-in and was validated through usability testing with customers, dealers, and internal teams.