Project Overview

A Commercial Line of Credit (CLOC) allows Ford’s commercial customers to carry an open line of credit for purchasing company vehicles as needed. Once a CLOC is expired, a customer has to completely reapply and enter all information again that they did last year. I made the recommendation of an Increase Request

My Role:

I am responsible for leading the design in ongoing iterations of the Commercial Line of Credit Application.

Research: I worked with Product Owners to understand their concerns and questions. I tested the application out on my own and I observed others on my team use the application in order to understand the questions I needed answered so that I could communicate them to the researcher on this project.

Design: I used principles of design and first level observations to make the first few iterations that would clean the application up at a high level. Based on the research results, I made changes to the process which has increased productivity. Form Completion is up 20 percent and it Form Completion time is down 4 minutes.

Data

Increases were up by 12 percent

Customers were excited-- In a survey, ninety percent of customers said this enhancement would entice them to purchase more vehicles if they were on the fence. It simplifies the process!