Categories: Consumer, Strategy, Research, Architecture, Interaction Design, Creative Direction

Background
TransUnion’s Consumer self-service platform, which supports products like Fraud Protection, Credit Freeze, and Credit Dispute, was outdated and failing to meet regulatory requirements or user expectations. The fragmented user experience was a liability for the brand, resulted in high support costs, and lengthy resolution times for users managing sensitive financial and identity tasks.

The Challenge
I was tasked with redesigning the platform to address regulatory compliance, improve usability, and craft a modern experience while reducing support costs and improving brand perception. The biggest challenge was that the platform for this service was older and different than our more modern consumer apps, creating significant disparities in technical capabilities and ability to meet user experience expectations.

To overcome these challenges, my team collaborated with our engineering architects to modernize what we could, redesigning and simplifying some critical user journeys and building a new front-end . We applied critical thinking to the service design to reimagine a new mental model around a shopping cart experience.

• Partnered with stakeholders across Legal, Compliance, Customer Support, Product, and Engineering to align goals and address technical constraints.

• Led my Product Design team through discovery, service design, qualitative testing, and iterative UX and visual design, contributing individually to visual design and user testing.

• Consolidated fragmented services into a unified single login and scalable navigation strategy.

• Introduced a responsive, card-based design that educated users, streamlined task completion, improved accessibility, and supported future scalability for additional products.

• Utilized storytelling about our user-centered design process, measuring task completion rates, sentiment, and NPS to drive executive decisions, including securing additional resource allocation.

Impact

• 14% increase in self-service engagement across the platform.

• 26% reduction in support-related phone calls, significantly lowering operational costs.

The solution received public praise from TransUnion’s C-suite for its success in improving user experience and business outcomes.