Experian was launching a new product – a savings account. So together with a team of UX designers, I worked on several journeys including onboarding, closing their account and changing their Direct Debit details.

We had daily standups to monitor progress as well as UX team meetings to work out the UX journeys. We put together wireframes in Figma. We also used Userzoom for testing.

The proposition was unusual because, instead of getting interest, the customers had a chance to grow their credit score. We also weren’t allowed to tell them exactly how this worked so they couldn’t game the system.

I used Experian brand guidelines to make sure that the tone of voice was consistent with their other work and brought to life its brand personality.

We created user journeys that made it easy for customers to achieve their goals, whether this was opening an account, making changes to it or even closing it. We encouraged them along their journey with humour and support. For example, when they had successfully taken money out we gave them the message: ‘You’re in the money’.