Industry
Finance
Company
Toyota Financial Services
Category
Loan Management
The Challenge
The brand wanted to take a step towards shaping the next generation of auto lease and loan management and craft an intuitive, seamless and engaging mobile app experience for its customers.
Keeping it simple
One of the main principles guiding ideation and design was keeping content ‘byte-sized’ and interfaces clean, and starting by focusing primarily on the product’s core use cases - while later also attending to more critical secondary and tertiary functionality.
Streamlined Navigation
Dashboard highlighting loan progress and current dues and simple bottom tab navigation directing users towards the app's main use case - Making payments.
Simplified Set Up
The goal was to remove as many friction points as possible from sign up and authentication and provide users with a smooth experience and process that almost feels like it leads itself.
Dynamic Account Management
Frictionless path for task management tailoring the interface to the user’s live account status. The system employs progressive disclosure the moment a user initiates an interaction, isolating relevant data and eliminating distractions to create a singular, optimized workflow.
Auto Payments Reimagined
Beyond the anguish of parting ways with some hard-earned cash, who said payments need to be tedious or painful?
Easy Payments
The main intention here was to create a frictionless experience that takes pride in its simplicity, minimizing the actions required to make payment, and possibly even ignites a spark of pleasure along the way.
Actionable Notifications
Message-bubble-styled notifications aimed at making alerts more actionable, conversational, and engaging. Users can also use the CTA buttons in the messaging modules to easily address action items in-line.
Keeping it Human
Working with the brand towards use of conversational language and warm, congenial tone was aimed at providing users with an experience that doesn’t feel strictly detached and transactional. The ultimate goal being bringing brand trust in digital up to speed with the trust the company has garnered over decades of hard work and attention to detail with their manufactured products.
Strategic Updates
Users reported excessive updates required, having to re-install and authenticate (often) upon every use. To combat this, “soft” updates were pitched for enhancements less crucial to app functionality.
Having Your Stuff Works for You
While it seems we’re constantly introducing more and more digital solutions into our daily routines, sometimes, one can’t help but feel they almost require more effort than they’re saving. The goal is for this experience to be different.
Personalization
Most users don't want to have to tediously configure each and every setting in each and every app in every device they own just to get through the day. For users that do need to make a change, or power users that enjoy the added control, robust customization and account management capabilities where included to ensure they can do what they need to with ease.
Secure Sign On
Implementing contemporary authentication and quick-login methods like biometrics, PIN, multi factor authentication, and more, helps users quickly and safely navigate in and out of the app while maintaining peace of mind about their finances with Toyota.
Let's hop on a call to chat about how strategic UX empowers us and helps train smarter systems.