Overhaul of the  account app

As with the legacy home page, the legacy payments flow was antiquated and lacked the functionality and transparency of current fintech apps. This meant that I started with research, investigating a host of fintech payment flow examples. 

I inherited a robust backlog of research to ingest. In addition to that research, I investigated several fintech apps to identify patterns that were being repeated across them. These patterns would be easily recognizable to customers, and I felt the familiar patterns would reduce cognitive load and make it easier on customers to ramp up use of the new flow. 

The flow needed to be intuitive and easily move customers through the payments flow, anticipating questions a customer may have. I first discovered that the information hierarchy on the payment pages that had been roughed out for leadership was off. It would leave customers getting deeper down the page only to have to return up page to make changes based on their selections down page. 

• One next step. Each drawer offered a single, obvious action with no parallel choices.
• Words people use. Any jargon received a rewrite, and I mirrored common fintech conventions for pattern recognition.
• Timely and appropriately placed feedback. Notifications surfaced contextually.

I created a simplified storyboard to tell the story of how a customer moves through the payment pages. Take a look, and then try out the fully interactive prototype linked underneath. 

I finished these pages and handed them off as my time with CarMax ended. Although I have no official outcome data, I know that this flow is a huge improvement in customers' experiences as they seek to manage their accounts with CAF.