NOW Finance – Loan Application
How we helped NOW Finance help their customers – and themselves
In today’s world of finance acquisition, things move very fast and people want to seize on opportunities as they arrive – not weeks or months later. NOW Finance came to us because they needed an app to counter a specific problem. Due to a number of factors, customers were disengaging during the sign-on or application form-filling process, which hurts the bottom line – and reputation – relationship building opportunities. NOW Finance understood this challenge and returned to us after we designed and built their website with an interesting additional challenge.
Do they have the technical wherewithal to deliver the job in full and on time? Do they understand our organisation, our systems, and how to work with our IT teams and security requirements?
Will the design optimise commercial opportunities, deliver better user experiences and Increase conversions rates?
These are three important questions, that lead clients to BJM. And usually, they are looking for knowledgeable, experienced operators that work collaboratively and have the technical acumen to positively impact both brand and commercial outcomes to answer those questions.
They will come at your business from a different perspective you would never have thought about, and come at you with a different perspective and get you really excites about what the future will bring.”
Chris Maccan, Now Finance, Marketing
Chris Maccan, Now Finance, MarketingThe brief in brief – 4 challenges and their solutions, folded into one cohesive app
Could we make it even easier for customers to get what they need from NOW Finance – even if they’re super busy and seeking a financier that could be flexible and helpful during the application process?
In other words, BJM, please help us to:
- Secure people’s business
- Display the applicable information to help inform personal or commercial decisions
- Secure the necessary data to optimise efficiency and insights
- Give back people’s time while creating a seamless stress-free process.
“Yes” was the answer.
Having worked on the website for NOW Finance, it was time to design and build the complementary app that would deliver on the brief.
Feedback on NOW Finance’s previous application process was underwhelming. Having been sold on NOW Finance’s offer, potential clients were:
- abandoning the form when they had to break from the process or were interrupted
- frustrated by the subpar user experience
- experiencing issues because of problems around personalisation
And NOW Finance was:
- increasingly concerned around data security in the wake of publicised breaches elsewhere
- frustrated it wasn’t possible to see who was “dropping off” during the application process.
Our brief was to design and build a form that could cover all the bases and deliver measurable improvements to the business and UX.
How do we present as a brand, and how do we help customers through the selection process”
It was really important that we had a great website and a really great quoting experience as well.”
By conducting user research, by engaging with our existing segmentation data and helping us reassess our customers, not just now, but into the future… That helped us crystallise and articulate who we are and what we offer in a simple and accessible way.”
The work behind what worked for our client
So having built the website in a previous project, we now needed to design and build what was a very complex application process featuring:
The utility to change your loan amounts, complete required steps, progress through the form (at your own pace) and secure the loan
Intuitive mapping that enables customers to apply for an application by carrying out the requisite credit checks
equally complex integrations working with their own internal API and a cadre of third-party platforms
Importantly, all the complexity and functionality needed to sit behind an online form that was absolutely structurally and functionally sound yet simple to work through.
To get to that point, we needed to work with NOW Finance’s IT team as well as ensure that security remained a focus. Without that, there’s no trust, no confidence and then very little to no business. So this app, this form was never solely about convenience – it was so much more.
This was able to take the customer through a much more simplified journey to get them through the door and completing their lending process in a more efficient way.”
Here’s what success looked like:
Potential clients saw an easy-to-understand form that delivered on the brand proposition of convenience, seamless processes and rapid responses, with the security and features that are not only desired but demanded.
Throughout the project, it felt like BJM was part of our team, they understood who we are and where we want to go. I’d recommend BJM because of their expertise in design and their ability to deliver beyond expectations.”
Behind the form, the design includes functionality that:
Clearly displayed products making selection simple and intuitive for all users.
Validates inputs and offers feedback on potential data entry errors.
Draws in data (API) and converts it to useful, actionable insights.
Features a calculator to inform, enable and validate customer options and decision-making using the “get my rate” button.
Generates leads through calls to action (CTAs) and data capture at various steps in the application process.
NOW Finance was now armed with a 4-step online form that would not only add to the company bottom line through client acquisition and conversion, but it has become an essential source of granular data in an industry where information, superior UX and commercial results mean real and sustainable growth.
This was an investment in relationship management that began paying dividends right from the launch.
This enabled us to turn around our bottom line by getting more applications in through the door.”
They will come at your business from a different perspective you would never have thought about, and come at you with a different perspective and get you really excites about what the future will bring.”
What our clients, clients have to say
My loan application was so easy”
Loan applicant, 02 August 2023
Such a fantastic and quick process”
Loan applicant, 05 May 2022
Probably the smoothest loan process i’ve ever experienced. So easy to deal with, online platforms were easy to use and everything just worked. Customer service were really fast to respond to emails. From initial application to settlement took only 3 business days. Very impressed!”
Loan applicant, 10 December 2022
If your business or organisation relies on ongoing client/customer satisfaction and solutions to challenges regardless of complexity, feel free to contact BJM at ben@bjmdigital.com.au
