Simplifying ŠKODA’s Online Fnance Journey
45% more satisfied users through a simpler user experience
Role: UX Designer, Copywriter
Tools: Figma, Photoshop, Illustrator
Challenge
ŠKODA’s online finance journey was losing users. Complex jargon, dense layouts, and unclear next steps left visitors feeling overwhelmed. Instead of completing the process online, many abandoned the flow or turned to customer support thus increasing operational load and reducing conversions.
Impact
📈 +30% increase in finance inquiries
😊 +45% improvement in user satisfaction
📉 18% reduction in support calls
Research & Insights
Working with ŠKODA’s user researcher, I conducted user interviews and competitor audits. The findings showed users weren’t disengaged as they were confused by the presentation.
Key insights:
Finance terms like PCP and PCH were unclear.
Mobile drop-offs spiked during form-heavy steps.
The core user question was simple: “What will I pay monthly?”
Strategy, Design & Collaboration
I designed a quiz‑style finance tool that simplified decision‑making and built user confidence through personalised results. Starting with sketches and low‑fidelity wireframes, I aligned stakeholders early and defined a clear flow.
I worked closely with product leads in weekly check‑ins, and developers were involved from day one to ensure feasibility and momentum. Components were created in Sketch, handed off via annotated Zeplin files, and QA’d for responsive fidelity. A pre‑approved content review matrix streamlined legal sign‑off.
Visually, I applied ŠKODA’s clean, minimal aesthetic—sharp typography, strategic colour, and clear layouts to guide attention and reduce cognitive load. Mobile optimisation drove every choice, from spacing and tap targets to intuitive interaction patterns.
Testing & Iteration
Using UserZoom remote usability testing with 12 participants:
87% completed the task flow
Average task time decreased
System Usability Score: 82.5
Based on the testing feedback I opted to simplify the language, further refined the flow structure and enhanced mobile accessibility.
Reflection
Personalisation, clarity, and early sketching built trust and secured client buy-in. Early collaboration with developers and legal reduced friction however legal review cycles still slowed iteration. Accessibility testing started too late and should have been prioritised earlier.
What I Learned
Simplicity is powerful in majot decisions like car financing.
Wireframes are alignment tools as much as design tools.
Collaboration across product, engineering, and legal saves time, cost, and complexity.
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