Entering a relatively untapped market of car refinance in the UK. We produced a service blueprint and an onboarding journey for an MVP proposition.
My role
Sole designer working with a Service designer on research, testing, UI+UX, service blueprint
2023
Starting point
Zopa was already offering Hire Purchase (HP) and Personal Contract Purchase car finance, so were well positioned to extend the offering to refinancing.
Challenge
We were granted a two month sprint to research, understand the technical and legal requirements, and ultimately produce a service blueprint for an MVP product.
Desk research & interviews
Refinance is currently a small market in the UK, so we were limited by what we could obtain through desk research. We gathered a report by Experian and a handful of websites.
We also identified that the refinance market was more mature in the US and this served as an important reference for us.
We knew speaking to people would be crucial, so we identified three groups to interview:
Key learnings
Opportunities
This is what a potential customer is directed to after tapping our quote on a price comparison app.
Focus on sensitive customer needs:
The user has to tell us about the current condition of their vehicle.
Making it easy:
Customers can further customise their quote to make sure it’s the best deal for them.
Value & clarity:
This was the ultimate output of this sprint. We were able to produce an end-to-end customer journey for car refinance that considered
Outcome & reflections
This was a successful sprint in that we collectively produced a well-informed service blueprint, including a refined UX/UI customer journey all within the allotted time.
The project was put on hold whilst the car finance squad reassessed their strategy, but has been picked back up in 2025.
Research is key when entering a new market
Service blueprinting is valuable
Entering a relatively untapped market of car refinance in the UK. We produced a service blueprint and an onboarding journey for an MVP proposition.
My role
Sole designer working with a Service designer on research, testing, UI+UX, service blueprint
2023
Starting point
Zopa was already offering Hire Purchase (HP) and Personal Contract Purchase car finance, so were well positioned to extend the offering to refinancing.
Challenge
We were granted a two month sprint to research, understand the technical and legal requirements, and ultimately produce a service blueprint for an MVP product.
Desk research & interviews
Refinance is currently a small market in the UK, so we were limited by what we could obtain through desk research. We gathered a report by Experian and a handful of websites.
We also identified that the refinance market was more mature in the US and this served as an important reference for us.
We knew speaking to people would be crucial, so we identified three groups to interview:
Key learnings
Opportunities
This is what a potential customer is directed to after tapping our quote on a price comparison app.
Focus on sensitive customer needs:
The user has to tell us about the current condition of their vehicle.
Making it easy:
Customers can further customise their quote to make sure it’s the best deal for them.
Value & clarity:
This was the ultimate output of this sprint. We were able to produce an end-to-end customer journey for car refinance that considered
Outcome & reflections
This was a successful sprint in that we collectively produced a well-informed service blueprint, including a refined UX/UI customer journey all within the allotted time.
The project was put on hold whilst the car finance squad reassessed their strategy, but has been picked back up in 2025.
Research is key when entering a new market
Service blueprinting is valuable
Entering a relatively untapped market of car refinance in the UK. We produced a service blueprint and an onboarding journey for an MVP proposition.
My role
Sole designer working with a Service designer on research, testing, UI+UX, service blueprint
2023
Starting point
Zopa was already offering Hire Purchase (HP) and Personal Contract Purchase car finance, so were well positioned to extend the offering to refinancing.
Challenge
We were granted a two month sprint to research, understand the technical and legal requirements, and ultimately produce a service blueprint for an MVP product.
Desk research & interviews
Refinance is currently a small market in the UK, so we were limited by what we could obtain through desk research. We gathered a report by Experian and a handful of websites.
We also identified that the refinance market was more mature in the US and this served as an important reference for us.
We knew speaking to people would be crucial, so we identified three groups to interview:
Key learnings
Opportunities
This is what a potential customer is directed to after tapping our quote on a price comparison app.
Focus on sensitive customer needs:
The user has to tell us about the current condition of their vehicle.
Making it easy:
Customers can further customise their quote to make sure it’s the best deal for them.
Value & clarity:
This was the ultimate output of this sprint. We were able to produce an end-to-end customer journey for car refinance that considered
Outcome & reflections
This was a successful sprint in that we collectively produced a well-informed service blueprint, including a refined UX/UI customer journey all within the allotted time.
The project was put on hold whilst the car finance squad reassessed their strategy, but has been picked back up in 2025.
Research is key when entering a new market
Service blueprinting is valuable