Good Shepherd
Household Relief Loans
Meeting Unprecedented Demand - The Household Relief project with Good Shepherd aimed to address the significant demand for financial assistance during the pandemic. With their Contact Centre handling 82,033 calls over a 12-month period, many clients sought access to No Interest Loans (NILS) or other forms of financial support. The challenge was to expand the No Interest Loans program to include Household Relief Loans Without Interest, ensuring that the application process was accessible, intuitive, and supportive for those in urgent need.
Role
UX/UI Design Lead
Duration
3 Months
Highlight
Supported over 120 new Good Shepherd Clients
Achievement
2,962 No Interest Loans were granted through the Household Relief program in 2020 and 2021
Household Relief Portal
Streamlined Application Process
I led the UX design initiative at BizData for Good Shepherd, helping expand their No Interest Loans program to offer Household Relief Loans Without Interest for those impacted by the pandemic. I collaborated with stakeholders to design this intuitive web form, focusing on accessibility and clear information architecture. Through iterative design and user testing, I helped provide essential support to those in need.
Adapting Branding to Product
With the branding guidelines already in place, I made strategic UX decisions to ensure that the visual identity aligned with the product’s functionality. This involved balancing aesthetics with accessibility, using the brand’s colour palette to guide users through the loan application process while maintaining clarity and ease of use. The result stayed true to the brand’s vision while enhancing the overall digital experience.
Iterations and Feedback
I initially designed the interface to closely align with UX best practices, ensuring optimal usability and accessibility. However, through multiple iterations and collaborative feedback sessions with the client, we found a middle ground that balanced their branding needs with practical design solutions. By adapting elements and refining the user journey, I ensured the final design met both the client’s vision and product functionality.
Mobile Compatibility
The interface was designed to be fully responsive, ensuring a seamless experience across all devices. With many users accessing the service via mobile, I optimised the layout, interactions, and navigation for smaller screens, making sure that the application process remained intuitive and easy to complete on the go. Even though the mobile experience was a secondary priority, we had a fully fleshed-out prototype built.