XPRESSCOLLECT EXPERT REVIEW

XpressCollect was designed by the product team. As a result, the product is not user friendly and violates many usability heuristics. The XpressCollect team, a collections product, requested an expert review to identify usability issues that should be prioritized.

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Role: Reviewer

Methods & tools

Heuristic evaluation
Cognitive walkthrough

Project duration: November 2019

Deliverables

Expert review report

Goals

Standardize the user experience across the product suite
Bring the XpressCollect to the market forefront

An Underwriter’s user scenario and journey map when decisioning an application.

A user scenario for a Funder and their journey map during application funding.

Process

A view of the collection officer's dashboard.

A view of the loan officer's collections dashboard.

A view of the collection officer's dashboard.

Challenges

Remaining unbiased - Since XpressCollect also uses the Atlas design system, it was difficult to detach from the LoansPQ design mentality.
Focus on the problem, not the solution - I had to remind myself to find the underlying issues rather than focusing on the surface-level, visual inconsistencies.
Putting gut feelings into words - Many usability aspects comes as second nature. It was challenging to concisely explain it in words.

Insights

‍More is not better - It leads to cluttered pages and information overload.
Prevent frustration at the very least - A warning & error system is important to mitigate frustration and guide users to independently resolve issues at hand.
Site organization - Information architecture and page layout plays a significant role in optimizing efficiency.

Overall, many minor usability issues throughout the system add up to an adverse user experience.

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