Lex Autolease (Part of Lloyds Banking Group) – Transforming PCH Automotive Financing

Working with a global IT services provider, I led the service design activities to redefine automotive financing and ownership as part of a large digital transformation project.

Project Overview:

1. Project Initiation:

  • The project kicked off with a clear understanding of the goals: to revolutionize the car leasing experience by offering a user-friendly and technologically advanced platform for personal contract hire (PCH).

2. Stakeholder Alignment:

  • You, as the Service Design Lead, facilitated workshops and discussions to align key stakeholders, including executives, product managers, and technology experts, on the project’s objectives and vision.

3. User Research and Personas:

  • Comprehensive user research was conducted to create user personas, mapping out the needs, expectations, and pain points of potential PCH customers. These insights formed the foundation for the platform’s design.

4. Collaborative Ideation:

  • With inputs from both the DesignIT team, known for its user-centric approach, and Wipro’s technical expertise, a collaborative ideation phase generated innovative ideas for integrating AI into the car leasing process.

5. User-Centered Design:

  • The DesignIT team, under your guidance, created wireframes and prototypes, emphasizing intuitive UI/UX design that streamlined the PCH journey from start to finish.

6. AI Integration Planning:

  • Wipro’s technical team worked on AI integration strategies, identifying areas where AI could enhance the user experience, such as personal car configuration recommendations, credit approval, and monitoring tools.

7. Platform Development:

  • Development of the web service and mobile platform was executed in tandem with continuous feedback loops between design and development teams. Agile methodologies were employed to ensure rapid iteration.

8. User-Friendly Configuration:

  • Users could easily configure their dream cars using an intuitive interface. AI algorithms offered suggestions based on their preferences, ensuring a personalized experience.

9. Credit Approval System:

  • The AI-driven credit assessment system provided real-time approval, reducing waiting times for customers.

10. Car Build Monitoring: – An innovative car assembly tracking feature allowed users to watch their car being built, increasing anticipation and engagement.

11. Delivery Tracking: – Real-time delivery tracking offered customers visibility into their car’s journey from the factory to their doorstep.

12. Finance Administration: – The platform included a finance management module that simplified payments, allowed users to view payment history, and offered secure online transactions.

13. Customer Support Hub: – A customer support hub was created to provide users with assistance throughout the entire PCH process.

14. Data Security and Compliance: – Stringent data security measures and compliance with financial and privacy regulations were implemented to ensure data protection.

15. User Training and Onboarding: – User-friendly onboarding and training materials were provided to ensure customers could easily navigate the platform.

16. Scalability and Integration: – The platform was designed to scale as user numbers grew, and it integrated seamlessly with car manufacturers, finance institutions, and other stakeholders.

17. Continuous Improvement Loop: – Regular user feedback and emerging AI technologies were factored into an ongoing improvement plan, ensuring the platform remained cutting-edge.

18. Success Metrics and KPIs: – Metrics such as user satisfaction, conversion rates, and process efficiency were established to measure the success of the project.

As the Service Design Lead, you played a pivotal role in orchestrating this collaboration between DesignIT and Wipro, ensuring that the resulting “PCHease Pro” platform became a revolutionary solution that elevated the car leasing experience for customers by incorporating AI-driven capabilities while prioritizing user experience and accessibility.

Experience Map

Service Blueprint