Design Lead, Fintech, Fraud Detection, Mobile/Web
HOMPPL
Design Lead, Fintech, Fraud Detection, Mobile/Web
HOMPPL
Design Lead, Fintech, Fraud Detection, Mobile/Web
HOMPPL
OPS APPLICANT LIST & APPLICANT DETAILS
OPS APPLICANT LIST & APPLICANT DETAILS
OPS APPLICANT LIST & APPLICANT DETAILS
Homeppl provides advanced credit check & fraud detection solutions for the rental market.
Homeppl provides advanced credit check & fraud detection solutions for the rental market.
How it works
01 /
An estate agent would create a request in Homeppl's CRM for a credit check on a potential tenant. The tenant would receive an email with a link to access Homeppl's wizard, where they would fill out their personal information and upload documents such as their passport, bank statements, and other relevant documents. This information would then be passed on to our internal systems, where a member of the operations team would validate it and highlight any discrepancies. The validated information would be sent back to the agent, who would decide whether the tenant is eligible to rent the property.
How it works
01 /
An estate agent would create a request in Homeppl's CRM for a credit check on a potential tenant. The tenant would receive an email with a link to access Homeppl's wizard, where they would fill out their personal information and upload documents such as their passport, bank statements, and other relevant documents. This information would then be passed on to our internal systems, where a member of the operations team would validate it and highlight any discrepancies. The validated information would be sent back to the agent, who would decide whether the tenant is eligible to rent the property.
How it works
01 /
An estate agent would create a request in Homeppl's CRM for a credit check on a potential tenant. The tenant would receive an email with a link to access Homeppl's wizard, where they would fill out their personal information and upload documents such as their passport, bank statements, and other relevant documents. This information would then be passed on to our internal systems, where a member of the operations team would validate it and highlight any discrepancies. The validated information would be sent back to the agent, who would decide whether the tenant is eligible to rent the property.
A broken experiance
02 /
The wizard faced challenges with a protracted process, leading to user attrition and increased workload for Ops and CS teams.
A broken experiance
02 /
The wizard faced challenges with a protracted process, leading to user attrition and increased workload for Ops and CS teams.
A broken experiance
02 /
The wizard faced challenges with a protracted process, leading to user attrition and increased workload for Ops and CS teams.
03 /
OBJECTIVES
Reduce churn by 30% to increase the submission rate
Reduce document error rates to alleviate the burden on Ops and CS teams
Create a design system that is scaleable
03 /
OBJECTIVES
Reduce churn by 30% to increase the submission rate
Reduce document error rates to alleviate the burden on Ops and CS teams
Create a design system that is scaleable
03 /
OBJECTIVES
Reduce churn by 30% to increase the submission rate
Reduce document error rates to alleviate the burden on Ops and CS teams
Create a design system that is scaleable
The Woes
04 /
I conducted an end-to-end audit to identify pain points in the current process by implementing Hotjar and heat maps to analyze how users interacted with the wizard, pinpointing drop-offs and areas of confusion. Additionally, I shadowed OPS and CS teams to gain a more holistic view of the problem. This approach uncovered several pain points, including users not knowing how long it would take to complete the form, the absence of progress indicators, and users getting stuck without clear next steps.
The Woes
04 /
I conducted an end-to-end audit to identify pain points in the current process by implementing Hotjar and heat maps to analyze how users interacted with the wizard, pinpointing drop-offs and areas of confusion. Additionally, I shadowed OPS and CS teams to gain a more holistic view of the problem. This approach uncovered several pain points, including users not knowing how long it would take to complete the form, the absence of progress indicators, and users getting stuck without clear next steps.
The Woes
04 /
I conducted an end-to-end audit to identify pain points in the current process by implementing Hotjar and heat maps to analyze how users interacted with the wizard, pinpointing drop-offs and areas of confusion. Additionally, I shadowed OPS and CS teams to gain a more holistic view of the problem. This approach uncovered several pain points, including users not knowing how long it would take to complete the form, the absence of progress indicators, and users getting stuck without clear next steps.
I kicked off with the marketing site redesign using Tailwind CSS for speed, helping the team adapt fast.
trading a custom design system for rapid progress.
I kicked off with the marketing site redesign using Tailwind CSS for speed, helping the team adapt fast.
trading a custom design system for rapid progress.
Flow Overhaul
05 /
Held weekly meetings with Ops and Product teams and mapped out branches. I restructured flows into Income, Identity, and Residence, tackling the simpler ID and Income flows first to scale up to the more complex Residence flow later.
Flow Overhaul
05 /
Held weekly meetings with Ops and Product teams and mapped out branches. I restructured flows into Income, Identity, and Residence, tackling the simpler ID and Income flows first to scale up to the more complex Residence flow later.
Flow Overhaul
05 /
Held weekly meetings with Ops and Product teams and mapped out branches. I restructured flows into Income, Identity, and Residence, tackling the simpler ID and Income flows first to scale up to the more complex Residence flow later.
Iterate learn repeat
06 /
I tested an early prototype with users through guerrilla testing and formal interviews, while consulting engineering for technical feasibility. Though the user testing went well, the challenge was the complex interaction flow, where each question branched based on the previous answer. This made it difficult to allow users to change answers easily, so I developed an alternative solution.
Iterate learn repeat
06 /
I tested an early prototype with users through guerrilla testing and formal interviews, while consulting engineering for technical feasibility. Though the user testing went well, the challenge was the complex interaction flow, where each question branched based on the previous answer. This made it difficult to allow users to change answers easily, so I developed an alternative solution.
Iterate learn repeat
06 /
I tested an early prototype with users through guerrilla testing and formal interviews, while consulting engineering for technical feasibility. Though the user testing went well, the challenge was the complex interaction flow, where each question branched based on the previous answer. This made it difficult to allow users to change answers easily, so I developed an alternative solution.
EARLY EXPLORATION & PROTOTYPE
The final design used a step-by-step process with progressive disclosure to reduce cognitive load
The final design used a step-by-step process with progressive disclosure to reduce cognitive load
New Dashboard
07 /
I designed a new dashboard that gave users a snapshot of their next steps and overall progress. The cards allowed easy navigation back to sections for edits and provided a clear option to submit the form once completed.
New Dashboard
07 /
I designed a new dashboard that gave users a snapshot of their next steps and overall progress. The cards allowed easy navigation back to sections for edits and provided a clear option to submit the form once completed.
New Dashboard
07 /
I designed a new dashboard that gave users a snapshot of their next steps and overall progress. The cards allowed easy navigation back to sections for edits and provided a clear option to submit the form once completed.
Next
Powered by
EN
A
Income
Identity
Residence
Back to previous
Who is paying the rent?
We need to know who will be paying the rent at your new property, so that we can validate their income
Me
Someone Else
FRAMER PROTOTYPE
Open banking
08 /
I improved the document upload process by adding clear guidelines and feedback. Multi-page uploads worked well on desktop, but the mobile solution was less ideal, so we deferred improvements due to low mobile traffic. Open Banking was optimised by adding a secure icon and True Layer links for trust.
Open banking
08 /
I improved the document upload process by adding clear guidelines and feedback. Multi-page uploads worked well on desktop, but the mobile solution was less ideal, so we deferred improvements due to low mobile traffic. Open Banking was optimised by adding a secure icon and True Layer links for trust.
Open banking
08 /
I improved the document upload process by adding clear guidelines and feedback. Multi-page uploads worked well on desktop, but the mobile solution was less ideal, so we deferred improvements due to low mobile traffic. Open Banking was optimised by adding a secure icon and True Layer links for trust.
NEW DASHBOARD
A/B tested a lot of different layouts and copy on this page and what we found was by having the main CTA embedded into the page rather then at the bottom, it disrupted the flow allowing users to read the copy and resulted in a better conversion for Open Banking.
A/B tested a lot of different layouts and copy on this page and what we found was by having the main CTA embedded into the page rather then at the bottom, it disrupted the flow allowing users to read the copy and resulted in a better conversion for Open Banking.
OPEN BANKING & DOCUMENT UPLOADER
NEW Design SYSTEM
09 /
The new design system was an iteration of Tailwind CSS, customised to meet Homeppl's needs. It included bespoke components for navigation, progress bars, calendars, and more.
NEW Design SYSTEM
09 /
The new design system was an iteration of Tailwind CSS, customised to meet Homeppl's needs. It included bespoke components for navigation, progress bars, calendars, and more.
NEW Design SYSTEM
09 /
The new design system was an iteration of Tailwind CSS, customised to meet Homeppl's needs. It included bespoke components for navigation, progress bars, calendars, and more.
NEW Design SYSTEM
09 /
The new design system was an iteration of Tailwind CSS, customised to meet Homeppl's needs. It included bespoke components for navigation, progress bars, calendars, and more.
A SNAPSHOT OF THE DESIGN SYSTEM
Side Quest
10 /
This was a side project I took on, redesigning the OPS internal fraud detection system to optimize the tenant verification process, in collaboration with the PM, OPS, and engineering teams
Side Quest
10 /
This was a side project I took on, redesigning the OPS internal fraud detection system to optimize the tenant verification process, in collaboration with the PM, OPS, and engineering teams
Side Quest
10 /
This was a side project I took on, redesigning the OPS internal fraud detection system to optimize the tenant verification process, in collaboration with the PM, OPS, and engineering teams
Side Quest
10 /
This was a side project I took on, redesigning the OPS internal fraud detection system to optimize the tenant verification process, in collaboration with the PM, OPS, and engineering teams
We presented the concept to senior stakeholders and the CEO, securing budget and time to build the MVP.
We presented the concept to senior stakeholders and the CEO, securing budget and time to build the MVP.
11 /
Sucess metrics
Our original goal was to reduce churn by 30% and we in-fact reduced it by 35%
A 40% reduction in document upload errors
Established a scalable design system and framework that supported growth
11 /
Sucess metrics
Our original goal was to reduce churn by 30% and we in-fact reduced it by 35%
A 40% reduction in document upload errors
Established a scalable design system and framework that supported growth
11 /
Sucess metrics
Our original goal was to reduce churn by 30% and we in-fact reduced it by 35%
A 40% reduction in document upload errors
Established a scalable design system and framework that supported growth
11 /
Sucess metrics
Our original goal was to reduce churn by 30% and we in-fact reduced it by 35%
A 40% reduction in document upload errors
Established a scalable design system and framework that supported growth
OPS MVP
12 /
The MVP focused on optimizing workflow and decision-making for ID and Income checks, as these were the most common tasks for the business, with plans to scale to residence flows in the future. The applicant table emphasized white space to reduce user fatigue when handling large datasets, used color coding to indicate check statuses for quick identification, and incorporated icons to enhance scanability. Improved filtering options were added for faster information retrieval, with future plans to combine multiple filters for a more detailed data view. In the applicant details, an architectural change split ID and Income into distinct sections for clarity and efficiency, featuring prominent approve and reject buttons for final human review. High-net-worth individuals were highlighted for extra care, and placing uploaded documents alongside Open Banking information enabled quicker cross-checking. There was also a clear indication of automated checks and their results, with an option to flag potential fraud.
OPS MVP
12 /
The MVP focused on optimizing workflow and decision-making for ID and Income checks, as these were the most common tasks for the business, with plans to scale to residence flows in the future. The applicant table emphasized white space to reduce user fatigue when handling large datasets, used color coding to indicate check statuses for quick identification, and incorporated icons to enhance scanability. Improved filtering options were added for faster information retrieval, with future plans to combine multiple filters for a more detailed data view. In the applicant details, an architectural change split ID and Income into distinct sections for clarity and efficiency, featuring prominent approve and reject buttons for final human review. High-net-worth individuals were highlighted for extra care, and placing uploaded documents alongside Open Banking information enabled quicker cross-checking. There was also a clear indication of automated checks and their results, with an option to flag potential fraud.
OPS MVP
12 /
The MVP focused on optimizing workflow and decision-making for ID and Income checks, as these were the most common tasks for the business, with plans to scale to residence flows in the future. The applicant table emphasized white space to reduce user fatigue when handling large datasets, used color coding to indicate check statuses for quick identification, and incorporated icons to enhance scanability. Improved filtering options were added for faster information retrieval, with future plans to combine multiple filters for a more detailed data view. In the applicant details, an architectural change split ID and Income into distinct sections for clarity and efficiency, featuring prominent approve and reject buttons for final human review. High-net-worth individuals were highlighted for extra care, and placing uploaded documents alongside Open Banking information enabled quicker cross-checking. There was also a clear indication of automated checks and their results, with an option to flag potential fraud.
OPS MVP
12 /
The MVP focused on optimizing workflow and decision-making for ID and Income checks, as these were the most common tasks for the business, with plans to scale to residence flows in the future. The applicant table emphasized white space to reduce user fatigue when handling large datasets, used color coding to indicate check statuses for quick identification, and incorporated icons to enhance scanability. Improved filtering options were added for faster information retrieval, with future plans to combine multiple filters for a more detailed data view. In the applicant details, an architectural change split ID and Income into distinct sections for clarity and efficiency, featuring prominent approve and reject buttons for final human review. High-net-worth individuals were highlighted for extra care, and placing uploaded documents alongside Open Banking information enabled quicker cross-checking. There was also a clear indication of automated checks and their results, with an option to flag potential fraud.
PROTOTYPE OF THE OPS VERIFICATION SYSTEM
LEARNINGS
12 /
In hindsight, I would have prioritised more user testing and spent additional time educating stakeholders on its importance, as securing testing time was initially challenging. However, once we established a workflow and built strong relationships, this process became much smoother.
LEARNINGS
12 /
In hindsight, I would have prioritised more user testing and spent additional time educating stakeholders on its importance, as securing testing time was initially challenging. However, once we established a workflow and built strong relationships, this process became much smoother.
LEARNINGS
12 /
In hindsight, I would have prioritised more user testing and spent additional time educating stakeholders on its importance, as securing testing time was initially challenging. However, once we established a workflow and built strong relationships, this process became much smoother.