TMX Finance / TitleMax
Making financial decisions easier to understand.
Research-informed mobile journeys, reusable patterns and clearer customer guidance for a regulated financial-service experience.
- My role
- Lead UX Product Designer · Mobile Platform
- Period
- Aug 2018 – Jan 2019
- Designed for
- Financial-service customers
AI leadership noteHelp applicants understand the next step
Original approach
Led product design for the flagship mobile platform, using customer research to understand anxiety around fees, repayment and rejection. Reviewed the lending experience with legal and compliance partners.
What could change today
Retrieve the approved explanation for a missing document or repayment term and show its source beside the answer. Route account-specific disputes and eligibility decisions to the authorized team.
Workflow excerpt. The numbered steps show the same part of the journey in each version. The full project includes work beyond this comparison.
Original workflow
- Understand the account
- Review the options
- Provide the details
- Confirm the next step
Proposed workflow with AI
- Open the authenticated account and inspect its current status.
- Compare options with explanations drawn from approved terms.
- Enter details and ask for guidance on missing documents.
- Review the submission and confirm or reach a specialist.
How to test the change
Use approved scenarios to check fees, dates, disclosures and escalation. Test comprehension with applicants before rollout.
01 / Customer & problem
The need behind the work.
Who needed this.
Customers need to understand account information, fees, repayment and the next application step while navigating a financially sensitive decision.
The problem to solve.
Fees, repayment and the possibility of rejection can make financial-service applications stressful. Customers need to understand what a step means, what information is required and what happens next.
Connect customer needs, account information and application workflows through a consistent mobile experience.
02 / My ownership
Responsibilities.
Led UX product design in partnership with product, engineering and financial-service stakeholders. The engagement increase reflects the broader product effort.
The constraint to work through.
Clarity for the customer has to coexist with Legal, Compliance and Risk review and reusable mobile implementation patterns.
- Understand the account
- Review the options
- Provide the details
- Confirm the next step
03 / Actions & delivery
How the work came together.
Led product design for the flagship mobile platform, using customer research to understand anxiety around fees, repayment and rejection. Reviewed the lending experience with legal and compliance partners.
Built a mobile design system and reusable asset libraries, then worked with product and engineering on roadmap priorities tied to user behavior and business goals.
Worked with Legal, Compliance and Risk alongside product delivery. The design connected account and payment screens, structured application fields and a mobile app guide.
04 / Decisions & judgment
What carries through the design.
Make account context visible.
Balances, payment information and next actions belong in a consistent hierarchy so customers can orient themselves before acting.
Reuse patterns across sensitive tasks.
A shared mobile library connects visual consistency to predictable form and navigation behavior.
Include the operating partners.
Financial-service UX needs review with Legal, Compliance and Risk as part of product delivery.
The experience in detail
Make the account understandable before asking for action.
Sign-in leads into account summaries that distinguish available funds, amount due, payoff and appointment context.
01 / Sign in → understand the account
Account summaries connect access, balances, payment actions and appointment information.
The experience in detail
A connected account journey.
Opening an account and returning to an existing one share the same navigation framework. The account activity view provides a clear destination after access.
01 / Welcome
Introduce the card experience.
02 / Sign in
Support existing customers and account recovery.
03 / Create an account
Collect the initial account details.
04 / Review activity
Separate transactions and fees in the account view.
The experience in detail
Carry the experience across channels.
Profile information and consent need a deliberate structure, with customer guidance alongside the application.
Profile and consent
Contact details, financial information and terms share a structured desktop layout.
Mobile App Guide
The app guide introduces the customer-facing account experience.
05 / Results & business value
What changed through the work.
A mobile design system, reusable assets and a research-informed roadmap. The engagement reported a 25% increase in user engagement.
Why it matters.
The engagement combined a mobile design system and reusable assets with a roadmap informed by customer research. The reported engagement increase was 25% across the broader product effort.
06 / Reflection
Lessons for future projects.
Keep customer anxiety and operating-partner review connected throughout delivery, rather than resolve compliance and interaction design in separate tracks.
Let’s talk about your next chapter.
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