Media Markt
Credit process audit
Challenge
Media Markt faced the challenge of optimizing the process of granting installment loans and selling guarantees in its brick-and-mortar stores. The entire process relies on the client’s internal system, which is managed by credit specialists.
Customers making purchases can apply for a loan on-site, and a specialist enters the necessary data into the system, which then sends an inquiry to the bank about the possibility of granting financing.
To increase the efficiency and convenience of this process, Media Markt entrusted EO with conducting a detailed audit of the internal system. Our task was to verify the functioning of the entire mechanism and identify areas requiring improvement.
Project parameters
- Expert audit
- Individual in-depth interviews (IDI)
- Designing a new solution
Completed works
Step 1:
Expert audit of the AIO system
As part of the expert audit, we used heuristic analysis and the cognitive walkthrough method, which allows us to trace the user’s path through the system and assess its intuitiveness.
The audit was an expert assessment, based on best practices and guidelines developed in the global usability industry. We combined system analysis with individual user interviews to gain a comprehensive picture of the system’s performance and identify key areas for improvement.
Step 2:
In-depth user interviews (IDI)
To best understand how the system works, we conducted a qualitative study with Media Markt employees who use this tool on a daily basis.
Through in-depth interviews, we learned about their real-world experiences, challenges, and needs. Analyzing their motivations, attitudes, and work methods allowed us to formulate sound conclusions that formed a solid foundation for further recommendations and strategic decisions.
Step 3:
Heuristic evaluation
We reviewed the system against key usability principles, such as:
Each of these aspects was thoroughly analyzed, which allowed us to identify specific barriers to using the system and possibilities of eliminating them.
Step 4:
Task analysis
We focused on actual user journeys and interaction points at specific stages of the application. The goal of the analysis was to identify improvements that would improve the user experience and enable more effective implementation of business objectives.
Step 5:
Recommendations and project improvements
Na podstawie wyników audytu opracowaliśmy szczegółowe rekomendacje dotyczące optymalizacji systemu . Wskazaliśmy kluczowe obszary wymagające poprawy oraz przygotowaliśmy projekt nowych ścieżek użytkownika i architektury informacji, które zwiększą intuicyjność obsługi. Dodatkowo opracowaliśmy prototypy ekranów, które odzwierciedlają wdrożone usprawnienia i uwzględniają potrzeby użytkowników zidentyfikowane podczas audytu.
Our efforts have resulted in optimizing the workflow of Media Markt specialists, improving the system’s ergonomics, and increasing its user experience. These changes have made the system more intuitive, resulting in greater work efficiency and higher user satisfaction.
Solution
Based on the audit, we developed detailed recommendations for improvements that significantly improved the comfort of working with the system.
The client received recommendations including optimizing user paths, simplifying processes, and improving information architecture, including modifying the main navigation, which facilitated access to key functions.
Additionally, we analyzed the technological limitations of the current solution, identifying key areas for improvement, and developed a new, intuitive UX prototype, tailored to user needs and optimizing daily work.
Thanks to these initiatives, Media Markt gained tangible benefits. Primarily, the user experience improved, which directly translated into higher employee satisfaction. Accelerated processes improved the quality of customer service, and a new, transparent user journey reduced the entry threshold, allowing new employees to become more familiar with the system more quickly. Shortened learning curves allowed for more efficient handling of customer forms, and the entire system became more intuitive and user-friendly in daily use, significantly increasing team efficiency.