End of Term Lease (EOT)
Mobile application for consumers

Project Brief

Create a mobile application for consumers that would manage their end of term set of transactions with any lesser. An application would be driven SOR that would initiate the process with the account entering the EOT criteria. The idea is to have the mobile application be an interactive environment for consumers to communicate with the lender without the need to get on telephone call. Parties that will interact with the mobile application include the Lender, Dealer, Inspection vendor, and the Consumer

Problem Statement
End of term transaction at the capital finance companies are high tech transaction that involves a lot of consumer and call center time and experts. It is one of the most expensive transactions in the servicing lease and each lease goes through this process

One of the major manual workflow identified in End of Term Lease

Our Focus

  • Self-service mobile app for clients to determine what happens at the EOT of their leasing contract
  • Decrease cost (reduce call center transaction and manual process)
  • Increase customer satisfaction and stickiness
  • Digitalized customer’s interaction and improve customer service

Virtual Contextual Inquiry

  • Collaborated, Shared understanding among stakeholders, developers, designers.
  • Stakeholders and SME's Interviews to understand the application and understand the existing known pain points.

Interpretations

Flow Discussion

Reference Artifacts

Affinity Mapping


Key Insights

Lease customer
  • Goals are to communicate intent simply and easily what they want to do with the car
  • Would like to avoid having to call emails that intent
  • For returning the vehicle, want to make it as easy as possible to arrange inspection drop off, etc
Lessor
  • Provide a channel to market for a new lease for good customers and term extension new vehicle
  • Reduce manual works involved with chasing customers up for intent
  • Provide a digital channel for reduced manual work for simple options (purchase term extension)
Manufacturer
  • Provide up a cell of vehicle for good customer
  • Provide a new vehicle offer based on the customer’s profile (for example for the same monthly payment you could have this newer bigger nicer color vehicle)

Persona and User Journey

Concept sketches

Getting the Right Design


Getting the Right Design

Clickable prototype




Design Evaluation and User Testing

  • The sales team have approached multiple prospects and presented the concept
  • This prototype is converting into a product. Two clients sign the contract.
  • End-user testing pending

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