Magnes

Challenge

Slow and can't scale. Installers who want to offer financing to their customers must apply to become a partner. This required them to submit a bunch of information about themselves and their business, which was manually reviewed and verified in order to return a decision. This process necessitated a lot of back-and-forth, an average a decision took over a month, hindering its ability to grow its business.

Process

Step: Service blueprint. The solution required changing how parts of the business worked. Some workflows and procedures needed to be automated. I worked with various stakeholders in the organization to help distill the number of operations to a minimum and introduce new operations to minimize risk.

Step: Design for ease and flexibility. We wanted the application to feel simple enough to do "while standing in line waiting for coffee" so I used a framework that made it easy to focus on one set of information at a time. This workflow was friendly and forgiving, allowed the applicant to continue the process at a later time across any device, or share it with other roles in their organization for completion.

Success

Velocity. What used to take an average of 39 days was reduced down to 8 days, and with some additional service optimizations to come it will be able to be done in one sitting.

Steady growth. A streamlined application, setup, and on-boarding flow lowered the barrier and significantly increased the number of partners steadily, month after month.

Immediate engagement. By significantly reducing the wait time. It immediately introduce prospective partners to the tools and services we offered, allowing them to see the benefits right away.

Audience

Business owners looking to extend their options by offering financing to their customers. Admins looking to onboard and manage their reps or installers.

Role

I led the design and managed a small team. I sometimes dipped into the code to help with the finer details.

Link

You must be a Mosaic partner in order to fully access: https://partner.joinmosaic.com