Vehicle Financing Platform | Votorantim Bank

Introduction

Problem Statement

Votorantim Bank faced a significant challenge with their vehicle insurance sales and financing simulation process, which was found to be cumbersome and inefficient, leading to low user engagement and suboptimal conversion rates among sellers and store managers. To address this issue, a three-day design sprint was initiated with the objective of completely redesigning the critical long form used within the bank's system. This form played a crucial role in conducting financing simulations and sales, and its overhaul was essential to improve usability, streamline operations, and ultimately enhance both user experience and operational performance.

*Some details have been altered or fictionalized to protect client confidentiality while preserving the core insights and design process.

Exposition

Role and Contributions

As a Product Designer, I led the Votorantim Bank's vehicle financing squad. My responsibilities included conducting user research to identify pain points and inefficiencies. During a three-day design sprint, our team developed high-fidelity prototypes that streamlined user flow and improved accessibility. We worked closely with UX research and engineering teams to ensure accurate implementation, leading to enhanced user engagement and operational efficiency.

Screen displaying available insurance options with monthly costs and coverage details for different providers, including Porto Seguro, HDI, and Mapfre. Designed by Lui Spadarotto, Product Designer.

Step-by-Step Execution

Action-Oriented Process

Understanding & Discovery

Conducted comprehensive research to identify user needs and pain points, followed by an analysis of usability, engagement, and conversion rates to pinpoint areas for improvement.

Prototyping & User Testing

Developed high-fidelity prototypes to visualize enhanced user flows. Conducted rigorous user testing with sellers and store managers to gather actionable feedback and iterated on the designs accordingly.

Design & Development

Focused on user-centered design principles to create an accessible and efficient dashboard. Integrated interactive elements such as real-time data charts and customizable reports to meet user needs and business objectives.

Cross-Functional Collaboration

Partnered closely with engineers throughout the implementation phase to ensure the designs were accurately realized. Provided ongoing support to address design-related issues and ensure the final product met all specifications.

User Personas

Defining Our Key Users

In our effort to improve Votorantim Bank's vehicle financing platform, we conducted comprehensive user research to understand the specific needs, challenges, and goals of our target users. By analyzing qualitative data from interviews and usability tests, as well as quantitative data from user analytics, we developed detailed personas that represent the core user groups. These personas guided our design decisions, ensuring that the final solution was tailored to real-world user requirements.

Questions Examples

What are the main challenges you face when using multiple platforms for vehicle financing?

To understand the pain points related to using different systems for financing simulations.

How do you currently decide which bank to choose for financing a car purchase?

To explore the decision-making process and criteria for selecting a financing option.

What features or tools would make the financing process easier for you?

To identify user needs and desired features that could enhance the user experience.

Can you describe a situation where a financing deal fell through? What were the reasons?

To uncover specific obstacles or barriers in the current process that lead to failed transactions.

How do you feel about the current user interface and navigation of the platforms you use?

To gather feedback on usability and areas for improvement in the interface design.

Personas

Persona	Role	Challenges	Goals	Tools Used
Carlos Silva	Senior Sales Manager	Struggles with managing multiple financing platforms and long approval times.	Wants to streamline the financing process to close deals faster and improve customer satisfaction.	Uses outdated, non-integrated platforms for financing.
Mariana Costa	Car Dealership Owner	Finds it hard to compare interest rates and terms across different banks.	Aims to provide the best financing options to her customers to increase sales.	Uses multiple banking platforms and a spreadsheet.
Rafael Oliveira	Finance Specialist	Experiences frequent delays in processing insurance and financing paperwork.	Seeks to reduce paperwork and automate the approval process to enhance efficiency.	Uses legacy systems that are not user-friendly.
Ana Mendes	Customer Service Rep.	Has difficulty explaining the financing options to customers due to complex terms.	Desires a more intuitive system that helps in easily educating customers about financing terms.	Relies on basic, non-intuitive systems.
João Pereira	Junior Sales Associate	Feels overwhelmed by the number of platforms he needs to use and the complexity of the processes.	Wants a simple, user-friendly interface to help him perform his job more efficiently.	Uses a mix of digital tools and paper-based methods.

Design Deliverables

Product Showcase

Financing information form screen showing fields for promotional table, commercial condition, licensing state, down payment amount, first payment date, and date of birth. Designed by Lui Spadarotto, Product Designer.

Screen displaying available financing installments, with options for different monthly payments and total payment periods, including the ability to select and share simulation results. Designed by Lui Spadarotto, Product Designer.

Insurance information form screen with fields to input ZIP code, drivers' age, and types of insurance coverage such as full auto insurance, collision and theft, third-party collision, and mechanical warranty. Designed by Lui Spadarotto, Product Designer.

Simulation result screen summarizing the chosen financing and insurance options with monthly payment amounts, including buttons to modify selections or proceed. Designed by Lui Spadarotto, Product Designer.

The designs were originally created in Portuguese and have been translated into English to ensure clear understanding for a wider audience.

Nicolas Pereira

Worked with Lui @ Votorantim Bank

I met Lui at BV bank, she arrived as Product Designer to work in the vehicles and insurance squad. The challenge was huge as there were several initiatives going on in parallel and she arrived organizing the projects, helping the POs prioritize the workflow and documenting the deliverables.

Lui is an extremely agile, creative and skilled person with design tools, she manages to resolve things very quickly. Besides being an empathetic, transparent, partner and dedicated person.

Success Metrics And Outcomes

Everyone likes results

20%

Improved Usability and Engagement

The redesigned flow led to a 20% increase in completed transactions, indicating a significant boost in user engagement and efficiency among sellers and store managers.

Higher Conversion Rates

Streamlined navigation and a more intuitive interface resulted in higher conversion rates for financing simulations and insurance sales.

Positive User Feedback

User testing feedback highlighted a marked improvement in satisfaction and ease of use, with sellers and store managers finding the new interface much easier to navigate and complete transactions.

Addressing Potential Concerns

Usability: The design sprint approach ensured that user feedback was incorporated early and iteratively, addressing potential usability concerns before full-scale implementation..
Security: Implemented robust security measures to protect sensitive user data, ensuring compliance with industry standards.

Additional Insights

Visual Explorations

High-fidelity prototype/aimation created with Flinto.

Team Collaboration

Our Design Sprint
in Action

Conclusion

Work impact

The redesign of Votorantim Bank's vehicle insurance and financing platform showcases the critical role of human-centered design in enhancing digital experiences. Through extensive user research and iterative testing, we transformed a cumbersome process into an intuitive and efficient system that better serves the needs of sellers and store managers.

The project led to a 20% increase in transaction completion rates, demonstrating the tangible benefits of aligning design solutions with user needs. This outcome not only improved user satisfaction but also contributed to smoother operations within the bank. The success of this project underscores the importance of a collaborative approach, where continuous feedback and close cooperation between design and development teams are key to delivering impactful results.