Post COVID: Konfio’s new ecosystem

Konfío is an online financial services platform for small and medium enterprises. Until 2019, the core product of the company were loans. Product development included the Kompas App, Credit Cards and a Reward program in order to create a fully integrated suite of products for SME’s.

Due to COVID, the loans approval rate plummeted. Konfio created two initiatives to address this issue:

A payment aid program for customers with an active loan that had a high impact on their business due to COVID-19.
A new offer, where a small percentage of the loan was a credit card line and the rest of the amount would be on hold until COVID-19 situation got better.

The idea of the ecosystem is to give a comprehensive solution to customers, whether it is a loan or credit card.

We are facing a new normality where the needs have changed for both, Konfío and the business owners. Our product offer should be adequate to this new normality.

Goals

Ideate and design a new, seamless experience for customers based on our model score.
Product offer feel part of the ecosystem.

Universe Classification & User flows

We defined four universes based on the credit score models:

While the top of the funnel is the same experience for all users, we tailored a custom experience once they are assigned to a universe.

Challenges

Based on customer feedback, decision-making was hard since product details were not easy to find.
Dealing with a tight deadline, we had to design an appealing, yet functional experience, without compromising time with the dev team

Screens

Before:

This screen was designed (by another peer) in March 2020. The only product available was a credit card.

1º Iteration: The goal was to show offerings for loans and credit cards, the ideal scenario was to promote the acquisition of both products, so I designed a third card called «Business Plan», making it feel a special offer available only for selected/premium clients.

This screen is for customers of the **HIGH universe**

2º Iteration: After customer feedback, we found out they were not able to find product details such as terms and interest rates, instrumental for their decision-making.