Mission report // M-08 · Fintech
Mercedes-Benz Financial Services - SEA region
Led the UX/UI Research & Design for Southeast Asian Countries
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1. The TL;DR (Executive Summary)
The Purpose
Revamp the customer portal to deliver a better digital experience and make it more useful throughout the financial contract journey.
The Problem
The portal relied on APIs and a database managed by a third-party vendor. This limited how much the team could change independently and meant the experience had to be designed around the existing backend’s capabilities, with ongoing coordination to keep the interface and system aligned.
The Solution
We refreshed the portal UI and expanded its utility within the constraints of the existing platform, working closely with the backend team to align the experience with available APIs and system capabilities.
The Impact
Customers gained more self-service options in the portal, including managing payments and renewing financial contracts, alongside a connection to the Mercedes-Benz app for mileage control.
2. Strategy & Discovery
Insight
A customer portal could do more than provide account information: it could help customers take care of key tasks across their financial contract journey. Making that useful required shaping the experience around the capabilities of the existing platform.
Stakeholders
The work called for close collaboration between design, product, and technical teams, as well as coordination with the third-party vendor responsible for the APIs and database. Regular alignment helped connect the intended customer experience with what the backend could support.
Supervisor (CPO)
Constraint
The backend APIs and database were controlled by a third-party vendor, so the team could not change the underlying system independently. The interface and feature scope had to account for those dependencies and stay aligned with available backend functionality.
3. Execution (The “How”)
Key Decision
We focused on improving the customer-facing experience and making better use of the existing platform, rather than treating a backend replacement as a prerequisite. This allowed the team to move the portal forward while coordinating each experience with the systems and APIs available.
Design Leadership
I helped guide the experience from research and design through development readiness, working with product owners and technical teams to translate customer and business needs into a practical portal UI. Design decisions balanced a clearer customer journey with the constraints of the existing backend.
Visual Highlights