A mobile app for General Motors Financial customers to manage their account and make payments.

Challenge

Design the first mobile app for the 6+ million customer base of General Motors Financial, the captive finance company for General Motors. The mobile app would provide customers an additional option to easily make payments on their loan or lease accounts, chat with customer service, and manage their account.

 Build a kick-ass customer experience while employing customers for life

Role

Initial Lead UX Designer
Design direction and leadership

 Designed the initial design concepts which set the tone and direction for the design. I was able to grow the team during this project and hired two designers and a contractor for the UX Deisgn and Architecture work. We were also supported by the UX Research team.

Outcome

The app has received more the 2 million downloads and is used by X customers on a monthly basis. The app enjoys an NPS score of X, and a customer satisfaction score of. The app has played an integral role in meeting key business goals, such as reducing call volume and increasing paperless billing.

Customer sentiment

• 4.8 Out of 5 stars iOS App Store
• NPS score of
• Customer Satisfaction score of
• App store rating of

Awards

• The app won the DotCOMM award Gold in the Financial Mobile Apps Category.
• J.D. Power #1

Demonstration

While some functionality and details such as animation are skipped, these customer how-to videos from the GM Financial Youtube channel demonstrate key functionality of the MyAccount mobile app.

• Setup Autopay
• Message GMF's Virtual Assistant
• Setup notifications & alerts
• Add another vehicle