MyAccount Web App
Santander Consumer USA’s web application (MyAccount) is where customers log in to pay their bills online among other things. Santander Consumer USA is a bank that is is a full-service, technology-driven consumer finance company focused on vehicle finance and unsecured consumer lending products. The company has a portfolio of more than $40 billion (as of September 30, 2014), has more than two million customers across all credit grades, and is headquartered in Dallas, Texas.
Date: June 2016
Client: Santander Consumer
Role: UX Lead Designer
One of the goals for the redesign was to have our brand communicate to the public that we were a friendly, trustworthy company. With given permission, we introduced new colors and imagery, while still following Santander’s core design guidelines.
We gathered information by mapping out their current information architect. Then using Google Analytics we exported reports of their least to most visited pages and what technology they were on when using the MyAccount website.
We interviewed current customers about their experiences and learned about their frustrations, what they liked about using MyAccount and any other suggestions they may have for us. With this information, we were able to create the journey maps, personas, and create the card sorting.
We visited the call centers to find out what types of calls were coming in regularly, all the different systems they used, their frustrations and suggestions. With this, we were able to create their personas and give an estimate on how much each call was costing the company.
Internal research deck is shown only on request.
From Google Analytics we saw that 57% of our customers visited and used MyAccount on their phones, 37% were on the desktop and 6% were using some kind of tablet. From this we used the mobile first approach to create our wireframes and that it was important to create a responsive website.
Inbox & Chat Feature
A concept for a new feature, being able to chat with customer service when logged in to MyAccount instead of calling for support. Ideally, this would help reduce phone calls and speed up the wait time. The other new feature would be the inbox where notifications, messages, and promotions would go.