Hitachi Capital

2020 - 2021

Whether in-store or online, retailers offer credit to their customers to make big ticket items more affordable and typically choose a third-party such as Hitachi Capital to handle the finance.

Working with another Infinity Works UX Designer, I helped Hitachi Capital transform and optimise their credit application journeys across retail and personal finance.

Infinity Works designed and built an omnichannel journey that allowed customers to apply for credit in-store, with the option to complete their application later at home. We introduced contact-free document e-signing, allowing both customers and retailers to maintain social distancing during the COVID-19 pandemic.

Using the in-store journey as a base, an out-of-the-box application process was built for e-commerce retailers and, post-launch designs were iterated on to introduce market-leading features which helped to give Hitachi Capital the edge over its competitors.

A design system was created to ensure consistency and shared components from the retail journeys were used to build a custom application for Hitachi Personal Finance. Designs were tested rigorously with users throughout and I worked closely with internal Compliance teams to ensure that our solutions delivered a great experience, whilst treating customers fairly in the eyes of the law.