Business Objective

Enable Plenti to deliver faster, simpler and more transparent lending experiences by embedding customer-centred design across its digital products. At the same time, establish internal UX capability that could scale with the organisation as its product portfolio continued to grow.

Customer Challenge

Applying for finance is often complex, time-consuming and filled with unfamiliar terminology, regulatory requirements and manual processes. Customers needed clear, intuitive experiences that reduced cognitive effort while providing confidence and transparency throughout the lending journey.

Design Challenge

Design seamless experiences within the constraints of a highly regulated industry while balancing the needs of multiple customer groups, including borrowers, brokers, investors and legal partners. At the same time, introduce greater consistency across products at different levels of maturity and help establish UX as a strategic capability within the organisation.

Outcomes & Impact

• Mentored and coached Plenti's in-house designer, helping establish and strengthen the organisation's UX capability.

• Designed and evolved experiences across nearly every customer-facing product, including delivering the Lawyer Portal from discovery through to production.

• Simplified complex lending and compliance workflows into intuitive customer journeys that balanced usability with regulatory requirements.

• Improved consistency across Plenti's growing digital ecosystem by applying shared design principles and customer-centred thinking.

• Demonstrated how an outside perspective and Human-Centred Design could uncover opportunities that industry expertise alone often overlooks, resulting in simpler, more accessible experiences for customers and internal teams alike.