FICO Credit Score

OVERVIEW:

Before transitioning fully into UX Design, I was a product manager for many years. One of my tasks was to build a credit score experience for millions of Amex customers. At the time, Amex customers could not see their score, having to rely on competition.

My Role: I was responsible for the end-to-end experience. From designing, launching and measuring success for the Credit Score experience to keeping stakeholders and senior leadership in the loop of what was going on with the project. This was a high visibility project that had the eyes of the CEO and an external consumer financial protection bureau.

THE PROCESS:

I worked with stakeholders across the organization to build the FICO Score experience. By collaborating with the stakeholders below, I was able to create a meaningful and robust user experience that millions of customers can access.

The feedback was incredibly positive (95% satisfaction); customers loved how easy it was to not only see their score but understand what they can do to improve.

UX/UI – I provided all user stories necessary to build the experience. I also created mockups (wireframes) of what I wanted to see and shared it with the UX team i was working with at the time. Through a close partnership, we created something truly unique for our customers that everyone was proud of.

Research – Extensive research was conducted to understand user sentiment/usability. A number of wireframe variations were created and tested with customers who provided feedback that helped steer the direction of the final design. Research also uncovered a feature that was important to customers which was built prior to release.

Engineering – I worked closely with this team to ensure the overall experience was built/implemented correctly and all information received from backend systems was accurate.

Risk – This team was responsible for managing the backend systems that housed the credit score(s). I collaborated with this team to ensure their systems can be uplifted to be able to process the volume of requests their systems would receive for customer facing credit scores.

Legal – This team was responsible for ensuring verbiage that was used within the experience would not mislead the customer. Through a close collaboration, I ensured the experience that was built met all legal guidelines for verbiage yet was easy to understand/read.

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