MyAccount
Banking
E2E Product Design
Project info
Overview
The MyAccount portal at Santander Consumer USA allows customers to manage their auto loans—make payments, review statements, and access payment history. Stakeholders requested a redesign to modernize the interface, reduce call center volume related to website issues, and improve overall customer satisfaction.
Scope
Led the redesign of the platform, conducting user interviews and research to identify pain points. Reworked the information architecture, created prototypes, and delivered low- to high-fidelity mockups with a mobile-first approach.
UX Process
I began by conducting interviews and contextual inquiries with Customer Service Representatives (CSRs), shadowing calls to uncover frequent pain points around billing, AutoPay, and account access. These frontline insights, combined with call log reviews and analytics, helped prioritize issues and highlight that most users accessed the portal via mobile.
Using these findings, I reworked the information architecture, then created low-fidelity wireframes to test navigation and workflows. These evolved into high-fidelity, mobile-first mockups that refined both authenticated and unauthenticated experiences, including streamlined Sign-In and Create Account flows..
Outcome
The redesigned MyAccount portal delivered a more intuitive, mobile-optimized experience that directly addressed frequent customer pain points. By reorganizing content, simplifying key tasks, and improving usability, the new design helped reduce friction, aligned with branding standards, and laid a foundation for fewer support calls and higher customer satisfaction.