Toyota Finance Payment Portal
Southeast Toyota Financial wanted a partner that would totally transform their payment portal for customers.
Their goal was to evolve the payment portal from being a task-based digital touchpoint to being more of an accessory to the ownership experience.
My role:
Creative direction
Primary UX/UI designer
Wireframes
Information architecture
Details:
2016 for Connective DX
Know the brand, know the customer
We did a deep-dive on both. I worked closely with stakeholders and brand ambassadors from Toyota to understand the assets that comprise their “look”, while also pushing on the thresholds of how it could feel. We wanted to explore a range—looking at solutions that were purely utilitarian and others that were more lifestyle oriented.
Business impact:
Elevated the customer experience
Reduced time to market for page creation and updates
Increased revenue by promoting supplemental products
While digging deep into how to bring the Toyota brand to life in the payment portal, we also completed a series of user interviews.
The interviews led to the creation of use cases that would shape the entire experience strategy. Our over-arching strategy: contextually align marketing promotions and product add-ons with natural moments in the customer journey.
Developing a repeatable framework
After a comprehensive design exploration, we led Southeast Toyota Financial through a large-scale content management system implementation. Our design needed to accommodate an experience framework that would work for an entire family of brands, including Toyota, Volvo, and more.
Our solution consisted of:
A series of CMS templates, components and patterns
ONE universal design system that supported ALL of the components of the CMS (the design system could be “skinned” with simple color and typography designations, as well as nuances like form element and button shapes/sizes)
A series of interactive micro-experiences that could be tailored to the customers of each brand, like the “lease or buy quiz”
