Situation

The Bank shut down the targeted Car Buying Service in favor of widely available car loan benefits.

Timebox

The Car Buying Service worked with business, IT, and design to schedule a nine month sunset on frontend experiences and backend processes.

Problem

Customers in the car buying funnel need to understand how the CBS timeline and deadlines affect them.

Task

• Communicate the shutdown of the Car Buying Service
• Don’t alienate or confuse members currently getting a car loan
• Work with business and IT partners on a compliant and orderly shutdown

Action

• Work with business, development, marketing, and PR to create a communication timeline
• Create a content timeline
• Create screens/pages to explain and communicate during and after program shutdown

My Role

UX | UI | IA | Management

• Sole design responsibility for the Car Buying Service sunset experience.

Result

• Successful program end with minimized user confusion