At Flexshopper, I had the opportunity to drive the user experience vision for a fintech e-commerce startup, guiding it from its early stages to a successful market presence. My tenure encompassed the launching a series of digital products with lease-to-own options, from of an e-commerce marketplace, specializing in electronics and large appliances through, in-store kiosks, as well as architecting a patented mobile application. This application enabled seamless shopping experiences in retail electronics stores like Best Buy, leveraging Flexshopper’s unique lease-to-own feature. My responsibilities extended to managing customer experience across all digital touchpoints, leading feature development cycles, and ensuring the delivery of an optimized end-to-end customer journey.
The primary challenge was introducing a new fintech lease-to-own concept in a highly competitive e-commerce market, ensuring ease of use and customer education and satisfaction. Objectives included successfully launching the e-commerce platform and mobile application, each with unique user experience demands. The goal was to create intuitive, engaging platforms that resonated with users, encouraging adoption and fostering trust in the lease-to-own model. Additionally, continual refinement of the customer journey was crucial to maintain high engagement levels and superior user experiences.
The process began with a comprehensive understanding of the market and potential user needs. My previous tenure of managing the user experiences and journeys for TigerDirect a INC 500 company, helped informing the user-centric design of the e-commerce platform. A significant emphasis was placed on the lease-to-own system interaction with the e-commerce platform, allowing users to effortlessly apply and explore.
After a successful marketplace launch, the focus shifted to the development of the patent-pending mobile application, incrementally increasing the audience and revenue. This required close collaboration with technical and design teams to ensure the application's functionality aligned seamlessly with retail partners. This involved intricate architecture planning and rigorous testing to ensure a smooth, reliable shopping experience. The app was designed to be user-friendly, incorporating features that allowed customers to easily access lease-to-own options while shopping in-store.
In parallel, I worked closely with business and development teams to prioritize features effectively, ensuring that every update and iteration was aligned with user feedback and business goals. I have spearheaded a marketing personalization and A/B testing platform furthering the goals of enhancing user engagement and generating incremental revenue. Regular user experience research and analysis were integral to this process, allowing us to track relevant metrics and adapt our strategy to user behaviors and preferences.
The successful launch of Flexshopper’s e-commerce marketplace and mobile application under my leadership marked a significant milestone in the fintech and e-commerce industry.
