Transforming Knock's Consumer Experience with a Proven UX Strategy
Knock
September–November 2022
The Lending CX and Phased Onboarding products have shown that Knock needs to improve how it communicates and presents information to customers. After conducting thorough research and shifting away from mobile apps, I created a north-star customer experience aligned with Knock's overall vision. From there, the MLP experience focused on the most effective and highly impactful features that would reduce the customers' pain points identified during the Lending CX initiative. We focused on communication throughout the users' experience on this first release.
My role
- Lead UX designer for the North Star and MLP work.
- Formed requirements for the MLP version based on resources, technology, and data limitations.
- Created user flows, wires, and visuals for a responsive web app.
- Collaborated closely with our copywriting to ensure clear and concise communication.
- Worked with stakeholders to ensure we delivered a product meeting business needs.
Challenges
- Accessing and ensuring the accuracy of the data posed a challenge for the team.
- Resources were minimal on both the UX and development teams.
Quotes from our users
All user quotes were anonymous and came from CSAT surveys.
- "All the information was located in one location and it was very easy to navigate"
- "More up to date info could be provided through the process online so I didn't have to call the loan process constantly."
- "Ease of use, amount of information found on website to aid in decision making"
- "Seriously, everything was made so easy for us.The site was very user friendly and made the following along with the process and knowing what documents you needed very easy."
Outcome
- Set the foundation to allow us to iterate as we receive user feedback quickly.
- Consumer CSAT score improved to 78 with a survey completion of 85%.
- Reduced the users' stress and worry by providing a transparent view of Knock's mortgage process.
- Allowed the borrower to see the same information as their agents could.
Work examples
Process of working through the Consumer Experience project
Only a glimpse into my years of experience.
I would love to show you more and explore how I can add value to your team.
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