Challenge
Re-imagine a platform module
SWBC's Unity Platform, renamed LOSExpress, is the web application credit union loan officers use to configure vehicle protection products, get rates, quote them and book them into a member's auto financing.
Loan officers needed to quote faster, and new staff needed to learn the tool faster. We gathered feedback from SWBC's staff and its customers before design started, then redesigned the user experience, rebuilt the front end on a modern UI and simplified every workflow toward those two goals.
Key Areas Addressed:
Interface and codebase modernisation
Usability and user experience
Performance and latency
Workflow simplification
Fewer interactions per task
Low code integration support (e.g. Power Automate)
Greater efficiency & lower cost of ownership
Strategy
Overhaul The UX, Design & Architecture
We redesigned one of the platform modules as a single-page application and workflow with modern user experience and design language to remove identified barriers and provide:
Speed
Faster end-to-end product order processing
Usability
Reduction in "Click-Through" increasing user efficiencies
Intuitive
Minimized Loan Officer onboarding and training time
Informative
Increased data visibility and additional vehicle information
- Awareness
Alerts and notifications to ensure accuracy and user awareness
- Single Source
Access to ancillary support info and resources from one location
- Modern UI
- New Design System to insulate account protection
Solution
A Scalable Design System & Simple Workflows
TechFabric created a unified "Design System" that all future development can follow to create consistency across all of their digital touchpoints.
A design system is a collection of repeatable components and a set of standards guiding the use of those components.
Design systems change the pace of innovation by letting front-end developers deliver UI solutions independently based on pre-defined standards.
Advantages to SWBC
Single source of truth for UI
Greater development efficiency
Lessons team dependencies
Maintain UI & Brand standards
Promotes agile workflow (limits waterfall)
Lowers overall design costs
Booking Products Now As Easy As 1... 2... 3...
Step 1
Launched from the Loan Origination System (LOS) at the credit union level, LOSExpress pulls in the necessary data including vehicle info, years of ownership, etc.
This allows LOSExpress to fetch rates, and available products and display them along with tools to fully configure the quote. Simultaneously, the new Express module pulls in rules, documents, and other account-specific preferences from the SWBC account admin API, making them available to the Loan Officer during the process.
- Step 2
Once configured, the loan officer continues to the Review page to view the final quote. Here they can confirm all information with the member (buyer) and/or make changes. Changes can be made directly on the review screen or the LO can return to the previous screen if necessary.
LOSExpress runs as a single-page app over APIs with a lightweight UI, so a quote moves through configuration and review without page reloads, and less processing happens on either side.
- Step 3
After confirming the quote, the LO can book the products and generate the contracts for the member. All resulting documentation is returned to the originating LOS system at the credit union ready for final e-signatures.
- Project ROI
- Optimized Efficiency
In the previous legacy version, Loan Officers had double the interactions with less flexibility and sluggish performance increasing the processing time for each quote and booking. With LOSExpress, we've cut processing time in half, doubling the amount of bookings and revenue for credit unions.
- Beyond Modernization
Our mission was to improve customer application value through simpler bundles, reducing interaction time and boosting revenue. We strategized preset packages, and our collaboration with SWBC enabled account customization, benefiting customers, members, credit unions, and SWBC's sales teams.
- Validation
- User Feedback At The Enterprise Level
We introduced a unique approach to SWBC, incorporating customer feedback loops into our process. Unlike their previous informal post-launch feedback system, we gather both internal and external feedback during the UX strategy stage. This method informs UX, design, architecture, and development, combining lean methodologies with design thinking, UX enablement, and scalability.
Results
Early Stage Metrics
Shortly after rolling out the new platform to existing accounts, SWBC reached out to a few credit unions that were past clients but switched to alternative solutions within the market. After demoing the new Unity platform to these past clients they were so impressed and recognized the new value behind the performance, user experience, and overall efficiency gains they could benefit from.
- 100%
Increase in orders processed and sold within 30 days of release
- 29%
Growth in SWBC Accounts within 60 days of launching new platform
- 50%
Reduction in ancillary product order time per Loan Officer resulting in 2x bookings
What the client had to say about the project:
Ryan Laos
COO, SWBC
"What sets their work apart is their strong understanding of our business objectives and customer needs, which were reflected in their designs. They presented fresh ideas to improve the functionality of our product, without compromising the aesthetic appeal."
- key takeaway
- Good Work Speaks For Itself
After a very successful product launch, word traveled fast at SWBC and other division leaders caught wind of how it was driving revenue growth. SWBC was so pleased with our technology partnership that it has sparked other digital transformation initiatives across other divisions.