I was initially engaged by the Head of Product at Plenti to mentor a mid-level designer and help her establish UX at Plenti, a job I had done successfully at eBay in the past. This designer has since moved on and I have continued to support the Plenti business across almost all products including the lawyer portal, borrower portal, broker portal, investor portal and mobile app. Most of these experiences were at different stages of evolution. Some required branding updates and some required new and incremental feature improvements. Some, like the Lawyer Portal, was designed from scratch to Plenti guidelines and has been a very successful product to date.

Business Objective

• Plenti has several customers including the borrower, the broker and the investor. Plenti’s objectives across all these customers have always been about using technology and industry smarts to provide a fast, customer-centric lending, brokering and investing process.

Customer Problem

• Borrowing money is complex. The process of borrowing money is lengthy, and fraught with hidden fees and regulations. There are many steps, checks and balances before the customer knows if they qualify. Financial jargon adds to the difficulty for customers to borrow money

Design Challenge

• Cut through heavy industry regulations and restrictions to deliver simple, easy-to-understand flows and user interfaces

• Push for a consistent experience across several projects that deviated significantly in its maturity and evolution.

Achievements

• Mentored in-house designer to establish UX at Plenti

• Worked across almost all products to evolve, improve and envisage Plenti’s offerings for existing and new customers

• Successfully delivered customer outcomes over the last 2 years within a highly regulated industry despite having no finance background. Not having a finance background proved valuable to Penti to delivery truly customer-centric experiences.