Brighte

I went through the key parts of the product, namely the finance application forms and the vendor portal where vendors could send and monitor the finance applications of their customers. From collecting screenshots of key flows and documenting sitemaps i was able to have a few artefacts on hand to better talk through with the product team.

We had discussions with other 25 staff members from across the organisation. This included the Credit, Settlements, Customer support, Fraud, and Complaints teams to understand what systems they used and where they used it in the process. I created flows to more easily visualise the ideal paths for key processes to be shared with the team for requirements gathering.

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Within each staff interview i listed 200+ tasks that staff members performed using any system and created a page to document and tag tasks according to the present system they used and the likely transition and end state.

I looked at over 8+ competitors in renewable loans including Humm, Plenti, and Wisr among others to see how their credit application process worked and to see if there were any opportunities we could leverage. I created a spreadsheet with all the questions asked across different products to discuss with our finance SME, what was of interest to note was that some products ran compliance risks by removing of key questions. In terms of design i also got some inspiration, I particularly liked the error handling for identity checks, clearer progress indicators, and the extra white space in some competitors.

I wanted to talk to customer facing staff so interviewed 6 members of the support team to understand real pain points that customers raised with them. Some of the key points that came out were difficulties for customers in providing documentation for a loan, installation issues with vendors, and incorrect payment details. I expanded my high level customer journey to include customer pain points as well as staff pain points that they had with systems.

I partnered with the Vendor Growth team to be part of interviews with our Vendors who are at the frontline using our product with customers. What was interesting was that vendors would be signed up and experimenting with multiple finance products, and using a singular lead management tool as the source of truth. Despite Brighte being more expensive than some competitors, it was able to differentiate itself with the tools speed at closing a sale, the level of customer service and the the support for vendors in disputes with customers.

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The key tasks that vendors needed to do were to create quotes, predominantly of the 0% interest product, then to request payment after any installations, reconcile sales with their books, and refer to in case of a disagreement with the customer. Smaller businesses would use the leads section, but our larger and higher volume clients used their own tools for this.