OVERVIEW
Autoavanza is a vehicle-backed loan product by Nacional Monte de Piedad. I led the redesign of its simulation and appointment scheduling experience, reducing a fragmented, multi-path journey into a single, intuitive flow — allowing users to complete the process in under 3 minutes.
THE CHALLENGE
The goal was to simplify a complex experience split into four distinct flows: car with collateral, car without collateral, motorcycle with collateral, and motorcycle without collateral. Our challenge was to merge these into one cohesive and user-friendly process.
In Autoavanza, the vehicle (car or motorcycle) always serves as the loan’s collateral, but users can either keep driving it (with a GPS installed) or leave it in custody. The new design needed to accommodate both scenarios seamlessly, ensuring a consistent and frictionless user journey — regardless of the option selected.
DESIGN APROACH
1
Understanding User Needs
We conducted in-depth interviews to uncover user expectations and frustrations. This revealed the need for extended repayment options and highlighted how terminology like “pawn” could feel outdated — leading us to reframe the product around “vehicle-backed loans.”
2
Unifying the Flow
The original experience was confusing, with separate paths for each loan condition. We designed a unified, streamlined flow that applied to all users, regardless of whether they drove a car or motorcycle, or left it in custody.
3
Designing & Testing Prototypes
We developed and tested prototypes that reduced the number of steps and made the process more intuitive. This included simplifying personal and vehicle input forms, enabling a smooth transition from simulation to appointment scheduling.
4
Testing & Iteration.
Multiple rounds of user testing were conducted to refine the flow and ensure that users could simulate their loan and schedule an appointment in under 3 minutes, achieving the project’s primary objective.
KEY DESIGN DECISIONS
Streamlined flow for both car and motorcycle users, eliminating redundant decision paths.
Simplified input forms to enter vehicle details, choose conditions, and schedule appointments with ease.
Extended repayment term, offering a 24-month option to increase accessibility and flexibility.
Refreshed messaging, shifting from “pawn” to “vehicle-backed loan” to align with user perception.
Collateral flexibility, clearly supporting both custody and GPS-installed scenarios in one flow.
FINAL IMPACT
The redesigned flow significantly improved the user experience, reducing the time needed to simulate a loan and book an appointment to under 3 minutes. This not only made Autoavanza more accessible, but also positioned Nacional Monte de Piedad as a more user-friendly and modern financial service — evolving alongside the needs of its clients.