Auto financing sales platform

ALS System

Redesigning the auto finance journey with a streamlined, human-centered platform that empowers credit officers, simplifies decisions, and transforms rigid workflows into smart, compliant, and seamless experiences—all without compromising speed, accuracy, or operational control.

uX / ui / Research

Challenge

The current system faces workflow inefficiencies, rigid exception handling, compliance risks, and a steep learning curve for new users. Credit officers, branch managers, and senior loan processors struggle with manual interventions, slow processing times, and limited visibility into application progress. Additionally, unofficial communication channels pose compliance risks.

Goal

The redesign aims to streamline loan processing, improve decision accuracy, enforce compliance, and enhance user experience. By introducing dynamic exception handling, real-time credit score updates, automated approval workflows, and intuitive UI enhancements, the system will empower credit officers, ensure regulatory compliance through an adaptive financing experience.

Strategy

The system will be restructured with a redesigned workflow that minimizes manual effort, dynamic exception handling, compliance-first communication framework, and a seamless system integrations. This transformation will make the system faster, smarter, and fully compliant, driving operational excellence and improving employee experiences.

stepe 01

Empathy

To build a system that truly meets user needs, we first developed a deep understanding of the challenges faced by credit officers, branch managers, and senior loan processors.
This phase includes:

Personas – Three key user personas representing real challenges and goals.
Empathy Map – Capturing users' thoughts, feelings, and pain points.

These insights set the foundation for defining the right problems to solve.

stepe 02

define

After understanding user needs, we structured the key findings into actionable insights.
This phase includes:

Problem Statements – Clearly defining the core issues users face.
Hypothesis Statements – Establishing how specific solutions can improve the experience.
Value Proposition – Highlighting the unique features that set the redesigned system apart.

This stage ensures the design is driven by real challenges and opportunities.

stepe 03

ideate

We explored innovative solutions to enhance efficiency, compliance, and usability.
This phase includes:

Goal Statement – A clear vision of what the redesign aims to achieve.
Competitive Audit Summary – Identifying strengths and gaps in existing solutions.
How Might We Statements – Brainstorming key opportunities for innovation.

This step guides the development of user-centric, high-impact solutions.

stepe 04

prototype

Card Concept
Persistent Access to Key Information

Pain Point: Credit officers frequently navigate between multiple screens to find essential financing details, slowing down processing and increasing errors. Solution: A sticky floating card that displays critical loan details (product type, financing results, client profile) throughout the application process. This minimizes screen switching and improves efficiency.

Exception Popup Form
Streamlining Manual Workflows

Pain Point: The previous system’s exception-handling process was rigid and required manual approvals via emails, leading to delays. Solution: A dedicated exception popup form that allows officers to quickly submit exception requests with automated approval routing based on predefined rules. This reduces bottlenecks and manual interventions.

Plugin Center
Centralized Customization for Add-ons

Pain Point: Users had to access different menus for customizing exceptions, accessories, and cash discounts, making it difficult to track and apply relevant settings. Solution: A Plugin Center that consolidates all add-on configurations (exception handling, accessory customization, and cash discounts) into one place. This provides greater flexibility and improves workflow efficiency.

Secure Chat Popup
Enforcing Compliance and Reducing Risk

Pain Point: Loan officers relied on WhatsApp and personal emails for customer communication, creating compliance risks and making tracking difficult. Solution: A built-in secure messaging system that only allows communication through approved channels, ensuring all conversations are logged and monitored for compliance.

Multi-Tier Approvals
Reducing Delays and Bottlenecks

Pain Point: Approvals were frequently delayed due to manual escalation and unclear decision-making hierarchies. Solution: A multi-tier approval system that automates approvals based on loan complexity, risk level, and user role. This ensures faster decision-making and removes approval bottlenecks.

Product Changing
Adapting to Credit Score Updates

Pain Point: If a customer’s credit score changed after SAMA integration, officers had to manually restart the application to select a new product. Solution: A dynamic product adjustment feature that automatically recommends updated financing options if a credit score changes, without restarting the process.

Application Stepper
Improving Process Visibility

Pain Point: Officers and customers had limited visibility into the loan application’s progress, leading to unnecessary follow-ups and uncertainty. Solution: A stepper-style progress tracker that displays each stage of the loan process, including completion percentage. This improves transparency and reduces the need for status inquiries.

Contract Tracking
Enhancing Post-Approval Visibility

Pain Point: Once a loan was approved, officers had no clear way to track contract status, often leading to confusion and delays in finalizing financing agreements. Solution: A contract tracking feature that allows officers to monitor the status of signed contracts, pending documentation, and finalization steps. This provides clarity on next steps and reduces unnecessary delays.

stepe 05

testing

Through a combination of user testing, structured evaluation, and performance metrics, the testing phase validated design decisions and uncovered key usability insights.

This approach ensured that improvements were grounded in real user needs, enhancing system efficiency, usability, and alignment with both operational and experience goals.