End of Term
Lease (EOT)
Mobile application for consumers
Project Brief
Create a mobile application that allows consumers to manage their end-of-term transactions with a lessor. The application would be driven by a system of record (SOR), which initiates the process when an account meets the EOT criteria. The application would provide an interactive environment for consumers to communicate with the lender without a telephone call. Participants include the lender, dealer, inspection vendor and consumer.
Problem Statement
End-of-term transactions at capital finance companies are complex transactions that require considerable time from consumers, call centers and specialists. This is one of the most expensive processes in lease servicing, and every lease goes through it.
A major manual workflow was identified in the End of Term Lease process.
Our Focus
- Provide a self-service mobile app that helps clients decide what happens at the end of their leasing contract.
- Decrease costs by reducing call center transactions and manual processes.
- Increase customer satisfaction and retention.
- Digitize customer interactions and improve customer service.
Virtual Contextual Inquiry
- Collaborated to build a shared understanding among stakeholders, developers and designers.
- Interviewed stakeholders and subject-matter experts to understand the application and its known pain points.
Interpretations
Reference Artifacts
Affinity Mapping
Key Insights
Lease customer
- Communicate clearly and easily what they want to do with the vehicle.
- Avoid having to call or email to communicate that intent.
- Make vehicle returns as easy as possible, including arranging inspections and drop-off.
Lessor
- Provide a channel to market new leases, term extensions and new vehicles to existing customers.
- Reduce the manual work involved in following up on customer intent.
- Provide a digital channel that reduces manual work for simple options, such as purchase and term extension.
Manufacturer
- Provide vehicle upsell opportunities for existing customers.
- Offer a new vehicle based on the customer’s profile—for example, a newer or larger vehicle, or a preferred color, for the same monthly payment.
Persona and User Journey
Flow Discussion
Concept sketches
Getting the Right Design
Getting the Right Design
Clickable prototype
Design Evaluation and User Testing
- The sales team approached multiple prospects and presented the concept.
- The prototype is being developed into a product. Two clients signed contracts.
- End-user testing is pending.