Making it easy to manage multiple vehicle payments.
Santander’s MyAccount portal lets users manage auto loans, but frequent support calls and an outdated interface prompted a redesign. The goal was to modernize the look, reduce calls—especially around AutoPay and login—improve mobile usability (79% mobile users), and simplify key tasks.
As the sole designer with limited resources, I used call center insights, analytics, and surveys to guide decisions. UX work included evaluations, testing, and journey mapping. I redesigned both login and account views, delivering brand-aligned mockups reviewed by key teams. Scaled-back visuals still helped shape the overall tone.
Meeting user needs through mobile-first design and a frictionless experience.
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.
