Vehicle Finance Journey Mapping
Simplifying complex broker, dealer and lender journeys
Company
Moneybarn - Part of Vanquis Bank
Language
English
Date
2024–2025
Project Overview
Vehicle Finance Product
Led the improvement of the end-to-end customer experience for a vehicle finance product used by 109,500+ active customers.
The work focused on onboarding, broker journeys, and in-life account management, improving how customers understand their loans and how brokers interact with the lender.
Problem & Motivation
Vehicle finance journeys are fragmented by design.
Customers interact with brokers and dealers at the point of sale, but the lender owns the long-term relationship. This creates a disconnect between what customers are told, what brokers need, and how the system actually works.
A key failure point was broker communication. Competitors could return offers in seconds, while our slower and less predictable process meant brokers risked losing customers by choosing us.
As a result:
Customers had a limited understanding of their loans
Brokers lacked confidence in the process
Delays reduced conversion and increased operational pressure
From a business perspective, this directly impacted conversion, broker relationships, and cost to serve.
Goal:
Improve speed, clarity, and decision-making throughout the journey for both brokers and customers while meeting regulatory and operational constraints.
Approach
Understand the full system
Spent time with internal teams and brokers to observe how the process actually worked in practice.
Mapped the end-to-end journey across customers, brokers, and servicing teams, creating a shared view of the experience and the challenges behind it.
Identify bottlenecks and trade-offs
Analysed each stage to uncover:
Delays in broker communication
Unclear handoffs between teams
Friction in onboarding and servicing
The focus was on improving speed while balancing compliance and business needs.
Redesign key journeys
Prioritised high-impact areas:
Broker offer and communication flow
Onboarding and customer understanding
Repayment and in-life management
Simplified how information and actions are presented, making it easier for both brokers and customers to move forward.
Align product, operations, and technology
This work went beyond journey design.
It shaped requirements for a new Salesforce-based platform, aligned teams around a shared model, and supported rollout through broker training and communication.
Design
The experience was redesigned to support better decisions across the lifecycle.
This work allowed us to improve every touchpoint — from digital journeys to broker interactions, and even operational communications such as letters and emails — ensuring a more consistent and clearer experience.
For customers
Key information is surfaced at the right moment
Complex financial concepts are explained simply
Actions are easy to find and complete
For brokers
Clearer and faster communication
Improved visibility of application status
Less friction when progressing customers through the journey
Particular attention was given to speed and clarity in broker interactions, where delays directly impact conversion.
Impact
Improved visibility of loan status and repayment progress
Reduced friction in key servicing actions (payments, support requests)
Better alignment between digital journeys and servicing teams
Established foundations for future mobile app and self-serve strategy
Why this matters
When lending is complex and indirect, trust becomes everything.
Designing with the realities of customers’ lives and frontline teams’ constraints in mind helps organisations deliver better outcomes, build loyalty, and avoid unnecessary harm.
This work showed how product and service design can create clarity not only for customers, but across the organisation.
