The Product
Redesigning the Progressive Lease to Own Application. Progressive Lending is one of the top lease to own companies for retailers nationwide that allows customers financing with no credit check required. Many retailers nationwide integrate Progressive Leasing into their site including retailers like Best Buy, Mattress Firm, Ashley Furniture, and Audio City. Most customers apply for the lease to own financing via the retail store website.
Project Overview
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The Problem
Many customers are offered lease to own options after a store credit card decline. common issue with customers when applying for the financing is abandonment once reaching the payment information screen during the application..
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The Goal
Redesign the application to lessen application abandonment during the application process.
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My Role & Responsibilities
UX Design and Research using Figma Empathizing with users, defining problems, ideating solutions, designing paper & digital wireframes, high-fidelity prototypes accounting for accessibility, and iterating on designs.
Wireframes & Mockups
The Solution
Takeaways
There are many reasons that customers may abandon cart. One of the top reasons is not being able to hold their attention. For this project I took a simple approach and condensed the application to a single page application. I also grouped the mobile number with personal information and the debit and banking information together, so customer would not have to do debit in one step and then banking information on a separate step.
The question is does this help. The next steps for the project are to build small view and do some testing to see if we are able to better understand why they abandon the application. Some thoughts are the customers being fatigued from a prior application and the leasing option became a second choice after not qualifying for a store card. Another thought is that the debit and credit card information is intimidating and the customer has concerns about entering personal information into the portal.
Next Steps
Usability Study
Conduct follow-up usability testing to validate
whether the updates decrease application abandonnment.
Features
Identify any additional changes or suggestions that can be implemented in the future.
Trust
Customers are likely to continue use in applications that they trust and websites that don’t present constant roadblocks especially when it pertains to entering sensitive information like banking and payment information.
