https://www.ashlynkeefe.com/home daily 1.0 2024-03-05 https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/7881770b-9347-48ac-a9f2-a291886ad86c/Amortization+Schedule+Mobile+copy.png Home https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/429f55a9-c9c7-47aa-98c1-f8ac79c53d3f/Voice+%26+Tone+-+Content+Design+Style+Guide.png Home https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/00d69a26-9c04-48cc-be04-0e9de7ac2a5d/1-+Welcome+Final.png Home https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/5aaa9615-1315-4cd6-a27c-c68f7c313d1c/PayPal+Credit+%28UK%29+V2.png Home https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/eb698ec5-bbef-4776-ac59-e16c75e4d6a7/Chatbot+Updates+Stroke.png Home https://www.ashlynkeefe.com/about daily 0.75 2024-03-01 https://www.ashlynkeefe.com/contact daily 0.75 2024-03-01 https://www.ashlynkeefe.com/casestudy-paymentschedule daily 0.75 2024-03-02 https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620855241273-YTUUBPUHQS3OUMSQORWD/Initial+Amortization+Schedule Case Study - The Challenge The payment schedule page was our first priority based on a number of known and hypothesized issues: Known: The page did not show actual payments, only the amortized schedule Payment statuses not available Customer support center was routinely bogged down with large call volume about accessing payment schedules Hypothesized: Confusing page title: Initial Amortization Schedule Difficult to navigate to: Could only be reached by a small “View Payment Schedule” text link from the dashboard Was a misleading title since the page was not called Payment Schedule, nor did it show their actual payments https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620922296267-01GU3210EFLVODOCK6J0/Screen+Shot+2021-04-26+at+4.59.28+PM.png Case Study - The PM sent us a rough draft of the information we could pull, and the UI designer threw together a quick mockup showing all of the fields. https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620923119408-LRYC81OKYG7WY2YTJIGQ/Screen+Shot+2021-04-28+at+11.37.54+AM.png Case Study - We did some quick user testing to confirm I was on the right track. https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620924017670-13IBZLF7OBUVMMCHVD5E/Screen+Shot+2021-04-26+at+5.01.05+PM.png Case Study Version 2 — Expanded https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620924007367-J34NQDW1CFAEU8J88N3O/Screen+Shot+2021-04-26+at+5.00.58+PM.png Case Study Version 2 https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620939284902-FURVH686521VLIZLLDUG/Screen+Shot+2021-04-28+at+11.48.35+AM.png Case Study Because of space constraints, we needed to make sure we were displaying the most important information up front. There was no way we could display everything like we would on the desktop version. We hypothesized that Transaction Amount and Payment type would be the top two (based on customer support calls). For the rest, we relied on user testing. We had a clear winning field order for the desktop view where we could display everything. Transaction amount —> Payment type —> Payment status —> Fees paid —> Principal Balance https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620939376402-WSYG82AIGJYNB89YT3P6/Screen+Shot+2021-04-28+at+11.48.40+AM.png Case Study For mobile, we switched tactics and used a ranking question to see what info customers were really depending on. Transaction amount —> Payment (transaction) type —> Payment Status —> Remaining Loan Balance This helped us better organize the layout on mobile by arranging the two-most important fields above the final two fields. The dividing line helped emphasize the Transaction amount and Transaction type. https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1620940077278-QZ74GUGTYYAQ6FTOZIHD/Screen+Shot+2021-04-30+at+10.52.03+AM.png Case Study https://images.squarespace-cdn.com/content/v1/609beb5c9c3a1f7a8fcfde53/1621005818896-A8OLZYOTGFKKMYIUIJPQ/Payment+Schedule+Table Case Study - Finalized Changes Replaced (almost) all title case styling with sentence case. Increased scan-ability Decreased cognitive load Friendlier, less imposing Changed “Payments for Loan” to “View transactions for” to be inclusive of all types of account activity. Added tool tip for Failed payments to explain why the amount may differ from their regularly scheduled amount. Wasn’t keen on this final version, since it didn’t pass the readability or comprehension check in my opinion Legal team’s final decree, so could not tweak any further Added full table disclaimer about potential payment changes per legal’s request. 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