UX Vision Exploration

Show the business how different requirements can impact user experience.

Project Summary:

Situation

Historically, the business requirements for a new offering came down from the leadership for the team to execute on by a due date. When the business announced that managing cash deposits as an extension of the Jetty Deposit offering is a big initiative for the upcoming year, the design team took the initiative to illustrate different ways it can come to life based on different strategy and business requirements.

Task

Illustrate to the business how could different Cash Deposit offering requirements may impact the Member UX before the discovery and planning process starts.

Actions

  • Brainstorming

  • User Flows

  • Wireframing

  • Vision & Strategy


Process

Results

  • Got recognition from business stakeholders

  • Used as input to product strategy and planning

  • Provoked questions and discussions about the new offering

Step 1: Brainstorm questions and ideas about the new offering from Product Team

I designed and facilitated a couple of brainstorming sessions in order to gather questions that the Product team had. The brainstorming session was organized by specific prompts to make sure we cover important topics like value proposition, impact, how the product works, and UX.

Step 2: Sort ideas and define three set of requirements and UXs.

The questions from the brainstorm were sorted into themes and the design team used the themes to define three distinct concepts to illustrate how different business requirements can result in different UX.

Step 3: Create visuals to illustrate the different UX.

I created supporting flow chart and few wireframes to illustrate each concept in a visual way.

Concept 1:
Cash Deposit as a secondary purchase flow.

Focus on showing Jetty Deposit quotes for all qualified Members while minimizing the Cash Deposit option behind a secondary link to boost Jetty Deposit Takerate.

Optimized Metric: Jetty Deposit Takerate

Concept 2:
A side-by-side deposit comparison.

Present Jetty Deposit and Cash Deposit options next to one another and guide Members to the best option for them and Jetty.

Optimized Metric: Loss Ratio

Concept 3:
Deposit monetization features on Account Dashboard.

Replace purchase flow with an account creation / onboarding experience. Use the account dashboard to introduce revenue generating features over the renter lifecycle.

Optimized Metric: Cash Deposit Revenue/Sustainability

Results

Share deck with key stakeholders in the organization with positive reaction. Started discussions and gathered feedback.

Next Steps

  • Kick off a discovery phase to answer the unanswered questions sourced from the team.

  • Use this material as an input to the definition of the minimum viable product and a product roadmap. 

Questions from the team

  • How would we deal with paper checks? 

  • What about applicants that want to sign their lease and pay deposit while in the leasing office?

  • Is there a higher level of KYC needed for CD? Do CD applicants need to be on integrated / gated flows?

  • Are we interested in cash management as a strategic goal or not?

Audience

Internal Stakeholders

Team & Roles

Project Lead: Paul Chun
Product Design Manager: Nick Rudemiller

Stakeholders: Product Mangers, Business Line Owner, CTO