The ClearScore Credit Report is a core product feature. We recognised the need to make it the central hub of a user’s financial situation, clear, engaging, and easy to understand. By redesigning the report, we aimed to drive engagement, boost conversions, and empower users to manage their finances effectively.This required a complete rethink of the experience, far beyond cosmetic changes, with user needs at the centre.
Due to the sensitivity of user data, I cannot share the research findings. 🙂
As the Lead Product Designer, I guided this project from inception to delivery. My responsibilities encompassed shaping the design vision, collaborating on early research, organising whiteboard workshops, sketching, prototyping, and user testing. I oversaw the delivery of production assets, authored specifications, and contributed components to the ClearScore design system. While I took a hands-on approach throughout the process, this was far from a solo effort. The success of this project was rooted in close collaboration with my team, whose feedback, advice, and validation were invaluable.
The interface lacks intuitive navigation, making it challenging for users to locate specific information or understand the relationship between sections like "Overview," "Personal," and "Accounts."
Key financial data is presented in a way that’s difficult to scan quickly. Without clear grouping, visual hierarchy, or separation, users may struggle to identify what requires their immediate attention.
There is redundancy in the displayed information, such as repeated references to the electoral roll across different sections. This can confuse users and detract from the overall clarity of the report.
While the report highlights positive and negative financial behaviours, it fails to provide actionable guidance or tips to help users improve their financial standing, leaving them unsure of what to do next.
The redesign required strict adherence to ClearScore’s privacy and security policies. Given the sensitive nature of user financial data, we had to ensure that every design decision prioritised data protection and adhered to regulatory standards. This also limited the scope for sharing findings externally or conducting open usability tests.
The existing infrastructure and backend systems imposed limitations on how much the report’s functionality could be enhanced without major overhauls. This meant we had to work creatively within technical constraints to deliver meaningful improvements.
The ClearScore Credit Report caters to a wide demographic, including users with varying levels of financial literacy. The design needed to strike a balance between simplicity for new users and the depth required by financially savvy users, which added complexity to the design process.
While enhancing engagement was a primary goal, it was crucial to avoid overwhelming users with excessive information or interactions. The design had to maintain a clear and intuitive experience while encouraging deeper exploration of features.
We started by conducting qualitative and quantitative research to identify user pain points with the existing credit report. Users found it difficult to interpret their financial data and understand its impact on their credit score. Our goal was to create a solution that simplifies complex financial information while empowering users to take actionable steps.
To ensure the credit report became the centrepiece of users' financial management, we focused on restructuring the interface to prioritise clarity and usability. We introduced key features like interactive visualisations, easily digestible insights, and dynamic summaries to present relevant financial data in a clean and accessible format.
In this phase, we focused on identifying essential financial data and planning clear, engaging visuals to guide users toward understanding their finances. The interface was designed to be intuitive and actionable, encouraging users to explore their financial report confidently.
Prototypes were rigorously tested with users to ensure the design was intuitive and met their needs. Feedback guided refinements in language, visual hierarchy, and interactivity. This iterative process ensured a polished product that aligns with ClearScore’s goals and user expectations.
