Motability
Customer Account Platform UI / UX
I worked with Motability for 16 months as a Lead UI Designer across 7 delivery streams to build a new customer account platform and support other delivery platforms under the Motability banner.
Project Brief
Motability had an excellent customer service but this was delivered via phone or in-person.
With our help they came to realise they had fallen behind in addressing the digital needs of customers and engaged us to shape and deliver their digital transformation. We began by thinking about MO’s broader purpose – ”to offer worry-free mobility leasing solutions for people with disabilities” – and then crafted a digital vision based on this. We looked into creating new and overhauling existing systems for internal and external cutomers and dealers.
Grounded by insight
We first gained an understanding of the user ecosystem during two-weeks of research as part of the Digital Vision project. In this period the team visited a broad spectrum of internal and external stakeholders across England to build up a broad view.
Customer Account
After reworking the website, we moved onto building the customer account platform. We started with the personas and looked at the journeys requried by all customers for the account portal. We then created a MVP verson which was tested multiple times before creating the post-MVP view of the account. Over the following months we continued adding more features and functionality, continuously testing these with the customer base. We ensured that the site and customer portal met at least a ‘AA’ WCAG standard.
Design System
As we moved from MVP to post-MVP and all the designers started to pick up different areas of the platform, it became important to rebuild the existing design system to accomodate the new features we wanted to push through. It was important allow all designers have immediate access to common components to deliver their concepts and deliveries without worrying about being pixel perfect as that would be taken care.
I took on the resposibility to work solely to overhaul the system whilst simutaneously working on new concepts and deliveries.
