Santander Mobility
Optimizing the User Experience for Car Leasing
Context
Before I joined the Santander Consumer Finance team, the car leasing experience was completely decentralized. Users had to complete cumbersome manual processes and contact customer service exclusively by phone, which created frustration and delays. My goal was to transform this experience into a completely digital, intuitive and efficient process.
Process
As a Senior UX designer, I collaborated with product, technology and marketing leaders to ensure that customer needs were at the core of every strategic decision. I played a key role in coordinating the platform design, delivering intuitive and functional solutions that enhanced the current process and boost digital adoption.
Initial research
I organized workshops with key stakeholders to understand the business and technology goals. I also conducted interviews with real customers to map their needs and friction points.
Prototyping and testing: I designed interactive flows that simplified tasks such as querying available vehicles, managing contracts, and making payments. These prototypes were validated through iterative user testing.
Implementation and adjustment: I oversaw the implementation of the design in the Santander Consumer Autos application, making sure that the developers maintained fidelity to the concept.
Solution
The redesigned application not only completely digitized the leasing process, but also integrated advanced functionalities such as:
- A direct contracting system from the web, eliminating unnecessary steps.
- Automated reminders to renew or terminate contracts.
- An interactive support section that solved frequently asked questions.
At the same time, I optimized the internal platform used by Santander employees, reducing the time required to enter customer data by 40% and improving integration with the end-user application.
Impact
Using task-driven usability tests we discovered that the implemented product had great results:
- 30% less time in leasing processes: Users completed transactions much faster and without the need for telephone support.
- 50% more digital adoption: The app’s intuitiveness and accessibility attracted new users.
Internal satisfaction: Customer service teams reported a significant reduction in workload thanks to customer self-management.
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