Growing the indirect business
If you have ever checked your credit score on Credit Karma, CapitalOne, Credit Sesame, NerdWallet, Bank of America or any other Fintech or bank app, you most likely saw the TransUnion logo next to it and that’s because we power those experiences with your data. For every consumer who views their credit score and/or credit report data, TransUnion is behind that service which is known as our API product. On the flip side, we also offer hosted solutions for financial institutions who use it to provide custom credit and identity protection experiences for their consumers and prospects. In summary, the indirect business brings in about 70% of the annual revenue and is where the most opportunities lie for the UX team to seek improvements and drive innovation.
My role: As the head of product UX, I partnered with my business development and sales colleagues to uncover existing pain-points both within the API product and the hosted solution. By hosting workshops inspired by Jake Knapps; “Sprint” we were able to identify THREE areas UX could help 1) Improve legacy issues within hosted solutions specially around broken interfaces, slow front-end, outdated flows, etc. 2) Re-imagine the way we sell/pitch our solutions using modern prototyping and multi-media for storytelling 3) Introduce a UX / Design innovation for our customers to tap into and product discovery. Results from workshop and research can be found below.
Case studies to check out
Committed to designing and building the right thing this time, we used our problem thinking framework, to learn from consumers, ideate and conduct rapid prototyping and testing. From modernizing the front-end development, to setting the right success metrics, to brining new capabilities to the front and backend, we were able to re-launch a true competitive product our partners were craving.
View our case study for how we grew this solution to a $15mm/year product
If we were truly going to be consumer-led we needed to refresh our selling approach which ultimately led to new ways we responded to RFPs, pitched new experiences, spoke and displayed market insights and consumer feedback.
View a few examples that led to wins and next round advancements.
With a talented group of UXer’s passionately wanting to grow the business, we created an internal consulting model that could deploy quality UX talent to help solve our partner’s problems in a human-centered way, reduce compliance risk, drive innovation, improve existing product quality, and increase product growth.
View the capabilities and examples of work that came out of the UX design labs.