Mission report // M-09 · Fintech
Mercedes-Benz Financial Services Australia
Led the UX/UI research & Design for MBFS Australia
1. The TL;DR (Executive Summary)
The Purpose
Help MBFS Australia customers manage their instalment payments through a new customer portal feature.
The Problem
Customers had to call the customer service hotline or email to change payment details, increasing customer service and operations costs.
The Solution & Impact
The portal let customers update payment details, replan instalments, or request changes to their car finance plan themselves.
2. Strategy & Discovery
Insight
I analyzed customer feedback in the CRM to identify pain points and opportunities to improve the portal.
Stakeholders
I led research, design, and UX surveys, partnering with the Product Owner, lead developers, marketing, finance, and legal teams in Australia.
Supervisor (CPO)
Constraint
The project required multiple legal and compliance approvals, plus careful alignment with banking system settings and APIs. The process was lengthy, but worthwhile.
3. Execution (The “How”)
Execution
I planned the research and design, analyzed CRM data, drafted the feature strategy, and developed low-fidelity concepts through multiple approval rounds. I then refined the high-fidelity UI to meet Mercedes-Benz design standards and gain HQ sign-off.
4. Outcome & Lessons
Impact
Within one month of launch, calls to customer service fell by 30%.