Shon J.

Projects Led at scale

Shriram Finance Website and Customer Portal

The customer website and the customer portal, designed to work as one system.

Role
Owned design, front end and brand guidelines for customer experience
Years
2022 to 2026
Status
Live
Platform
Web

Web · 2022 to 2026

We moved routine loan servicing from the branch to the browser.

  • ReducedBranch dependency for routine servicing
  • RedeployedStaff, rather than cut
  • UnifiedPublic site and signed-in portal

Servicing a loan online

  1. Before: A trip to the branch

  2. Public website

    The way in

  3. Customer portal

    Signed in, in sync with the app

  4. Serviced online

The problem

The public website and the signed-in customer portal had to work as one connected system, and routine loan servicing still depended on a branch.

  1. Before: Website and portal planned as separate builds

    After: One connected system, from public site to signed-in portal

  2. Before: Routine loan servicing depended on a branch

    After: Loans, statements and bill payments handled online, on desktop

Decisions

  1. Decision 1

    Design the portal from scratch

    We designed the customer portal from a blank page, as the app's desktop counterpart.

  2. Decision 2

    Keep portal and app in sync

    We kept the portal in sync with the mobile app, so both show the same account.

  3. Decision 3

    Requirements weighed before design

    We weighed each requirement before design started, so requests arrived ready to design.

Outcome

Team
A team of 300-plus across engineering, product and data

How it was made

Engineering, product and data teams built both products. My part was product design, UI and UX, worked out in full in Figma and grounded in our design team's own research.

  1. 1

    One design system

    We used one design system across the website and the customer portal, so both read as one brand.

  2. 2

    Research first

    We ran our own design research, and every design decision started there.

  3. 3

    Fully worked in Figma

    We designed the website and portal together in Figma as fully worked UI and UX, so the signed-in side carries on from the public one.

  4. 4

    Owning the design

    I grew from designing screens to co-owning the design of both products.

Made with: Designed in Figma, Miro and Jira; built by the Shriram Finance engineering teams.

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