Bendigo Bank Broker Lending Platform

In collaboration with Bendigo Bank, our team embarked on a transformative journey to enhance and re-imagine the user experience (UX) design for Bankers and the Broker community through a new Broker Lending Portal. The goal was to create a seamless, intuitive, and efficient platform that not only met the needs of brokers but also aligned with Bendigo Bank's commitment to community, innovation and customer satisfaction.

Bendigo Bank, is a prominent Australian financial institution. As a result of our work in helping the Bank to re-imagine the Banking experience (see Business Banking Customer Experience), it recognized the need to modernize its lending processes. The Bank engaged our expertise in user experience design and React web development to suppport the design and development of the Broker Lending Platform. Our team of 4 CX and UX designers and 4 react developers worked alongside the Benigo Bank team to build out the platform.

Our objectives:

  1. Streamline the lending process for brokers.
  2. Improve the overall user experience to increase efficiency and satisfaction.
  3. Enhance platform accessibility for a diverse user base.
  4. Align the design with Bendigo Bank's brand identity and values.

Our approach

1. Research and Discovery:

  • Conducted in-depth interviews with brokers to understand pain points and user needs.
  • Analyzed the existing platform's strengths and weaknesses.
  • Studied industry trends and best practices in lending portal design.

2. User Persona Development:

  • Identified key user personas within the broker community.
  • Created detailed profiles, considering their goals, challenges, and preferences.
  • Used personas as a foundation for designing user-centric features.

3. Prototyping and Wireframing:

  • Developed low-fidelity wireframes to outline the structure and flow of the new portal.
  • Iteratively refined wireframes based on feedback from stakeholders and user testing.
  • Created high-fidelity prototypes to simulate the interactive experience.

4. Accessibility and Inclusivity:

  • Ensured compliance with accessibility standards (WCAG) to cater to users with diverse needs.
  • Implemented features such as adjustable font sizes, high color contrast, and keyboard navigation.

5. Iterative Design and Testing:

  • Engaged in continuous collaboration with Bendigo Bank's team to refine design elements.
  • Conducted usability testing with brokers to gather real-time feedback.
  • Made iterative improvements to enhance the platform's usability and address user concerns.

6. Brand Alignment:

  • Incorporated Bendigo Bank's brand elements, colors, and visual identity into the portal design.
  • Ensured a cohesive and consistent look and feel throughout the platform.

7. Software Development

  • In collaboration with a team of software developers at the Bank, our team of React web developers built out the UX concept into a fully working production ready product.

The project garnered positive attention from industry experts and media, as evidenced by coverage in IT News: Bendigo Bank Launches Composable Lending Platform.

Through a collaborative and user-centric approach, our UX design intervention successfully transformed Bendigo Bank's Broker Lending Portal. The revamped platform not only addressed the pain points of brokers but also aligned seamlessly with Bendigo Bank's commitment to innovation and customer satisfaction. The positive feedback and increased adoption underscore the success of our work in creating a modern, efficient, and user-friendly lending portal.