REDESIGNED TASK LIST

 
 
 
 

When applying for our home loans, users are required to supply additional information to determine eligibility. The original design consisted of a long accordion to-do list, each task expanding to display content.

 
 

BUSINESS GOAL

Increase completion rate.

 

HYPOTHESIS

Chunking tasks and moving the content for each task to a single screen would reduce cognitive overload and increase completion rates.

 
 
 

Approach

My junior designer and I developed three concepts and ran a usability test to inform design direction. A key point we wanted to understand was whether users preferred a guided or self-directed experience. We learned that a hybrid design, allowing either option, was most intuitive and helpful.

 

The Solution

 
 

  • Tasks broken into three category cards to reduce overwhelm.

  • The primary CTA begins a guided experience.

  • Alternatively, category cards expand, providing access to particular tasks.

  • The information input for each task is now presented on a single screen, helping the user to focus on providing requested info.

  • Additional elements of progress tracking—checkmarks, progress bar, and completion counter—encourage completion of tasks.

 

Outcome

The redesigned experience resulted in a 36% increase in completion rate, which means a potential revenue increase of $4.2 M annually.

 
 

MY ROLE: Lead designer and researcher, leading a team of a junior designer and copywriter

PROJECT TIMELINE: 6 weeks

CLIENT: Achieve