Kendra Black Portfolio

Establishing trust in user experience for internal tools through expandable design systems and user flows.

About Arivo Acceptance, LLC

Arivo streamlines the lending process for subprime auto lending. Arivo expands its operations through technology, automation, and data-driven intelligence.

The value I contributed

Able to jump in at any stage of the product to scope & collaborate with stakeholders to deliver projects at scale.
Team up with Director of User Experience in swiftly building design system + documentation for internal tool
Reduce complexity of user flow for mailer campaign & landing page, leveraging insights from UX research.

Building credibility into the product

Handling sensitive financial information in an internet of spam and scams requires repeated assurance the user is in control over their data. Clarity and trust were recurring themes in the design, copy and information architecture of these tools.

Deep understanding of customer & internal problems helped us create practical solutions

Contribute to overall strategy and decision-making about product direction, using data to inform decisions and reduce internal back and forth
Review stakeholder interviews and create variables for testing, establishing best practices for UX across all customer journeys and flows
Simplify interface of internal tool through improving how large components are displayed in design system
Provide more thorough error handling and support components for user

We opted for a clean modal to reduce stressors and distractions for users choosing to share their financial information.

Provided mentorship with fellow UX researcher to establish best practices for forms, refine design elements.

The Norman Design System was shipped in about 1-2 months, including documentation focused on tables and components that filtered or gathered large sets of data, as well as tagging systems and form building.

Main takeaway: Reduce guesswork to boost asynchronous collaboration

We didn’t have to conduct month-long, extensive research experiments to guide decision-making. Through a combination of stakeholder interviews and user testing tools before and at key milestones of the project, we were able to reduce feedback and time spent in meetings because we directed our energy based on these insights.

Kendra was a incredible partner to collaborate with.

Her incredible attention to details and diligence to the project took the project to the next level.

Eva Chau

Director of User Experience

What's it like working with me?