From Fragmentation To Integration
CareCredit, a Synchrony subsidiary, offers financial solutions for health, wellness, and veterinary expenses. It enables customers to manage costs without immediate financial burden while enhancing operational efficiency for healthcare providers—increasing customer volume and improving cash flow.
Like many companies adapting to rapid digital growth, CareCredit struggled with a fragmented user experience across its digital ecosystem. Siloed systems and disconnected touchpoints made it difficult for users to understand and access CareCredit’s full range of services, hampering trust in critical user journeys. This fragmentation hampered CareCredit’s competitiveness in a market demanding sophisticated digital products, especially amid intensifying competition in the consumer financing space. With 11 million cardholders having $30+ billion in available credit, their digital ecosystem needed to better serve its many different users.
Key challenges:
• Insufficient insight into user needs and behaviors
• Inconsistent experiences across touchpoints
• Users’ difficulty in navigating and completing tasks efficiently
• Tools that prioritized business metrics over user needs
These challenges impeded CareCredit’s ability to effectively address evolving market demands.
A Holistic Transformation
CareCredit initially engaged EY for a pilot research and strategy project to enhance their Provider Dashboard. The success of this collaboration led to a long-term partnership. Recognizing the potential for broader improvements, our engagement expanded significantly. Our new goal was to transform CareCredit’s entire digital ecosystem, improving usability for both providers and consumers while exploring new growth opportunities like Health Systems.
By implementing a user-centric approach across all digital touchpoints, we aimed to enhance customer satisfaction, boost conversions, and drive business growth throughout CareCredit’s operations. This comprehensive strategy addressed the fragmented user experience, creating a cohesive digital platform that better served CareCredit’s diverse user base.
+ Competitive Analysis
+ Comparative Analysis
+ Heuristic Review
+ Prototyping
+ Wireframes
+ High Fidelity Design
+ UX Research
+ Usability Testing
+ Workshop Design
+ Motion Studies
A Digital Prescription for Growth
As Design Director at EY, I helped lead a multi-disciplinary team of designers, researchers, technologists, and project managers to enhance their digital experiences. Throughout our multi-year partnership, we conducted both qualitative and quantitative research to better understand user needs and pain points and improved various aspects of their consumer and provider platforms. Our efforts focused on simplifying user journeys, enhancing trust and security, improving brand perception, and driving business growth.
Exploring Style & Animation
By focusing on user needs and leveraging data-driven insights, we have created a platform that is not only more intuitive and efficient but also better positions CareCredit for long-term growth and innovation in the competitive Buy Now, Pay-Later financing market.
Our partnership has empowered CareCredit to provide a seamless and accessible healthcare financing experience, making it easier for countless individuals to get the care they want.
More Work
Transforming Financial Advisor Tools
Strategic UX design reshapes digital tools for global investment bank, transforming financial advisory workflows.
Lights, Camera, Corporate Action: Inside A Media Company’s Event Video
Turning boardroom breakthroughs into blockbuster viewing for the team.
Calculated Change: Mortgages Go Digital
UX strategy transforms complex lending decisions into engaging digital experiences, helping financial institutions envision their digital future.