Macquarie Bank Digital Car Loan Application
Digital application
2022
We launched Macquarie's first direct-to-consumer digital car loan application where customers can self-serve to get a quote, find our their rate and repayment and submit an application online. Previously, customers had to originate through our Personal Banking Direct Sales team, or through a broker.
Our product leveraged key learnings from our digital home loan application teams and during the process, we collaborated heavily with our Personal Banking Direct Sales team, the Car Loans product team, Credit operations and Settlements. As well as other integrated back-end system teams. Throughout the design process we conducted 37 1:1 user testing sessions between May - November 2022 through an external recruitment agency for participants looking to purchase a car on finance.
Within our first week of launch our Medallia general intercept survey scored an average satisfaction rating of 4.9/5 (n=40) from 8/12/22 - 3/2/23) with a 97.5% satisfaction rating of 5 stars.
