Case Study

General Motors Financial Redesign

Creating a better owner’s experience

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Project Details

GM Financial services millions of loans for GM, GMC, Buick and Cadillac, but nearly 50% of their customers were unable to service their loan through their mobile device. IMM was challenged with defining the digital expression of the GM Financial brand while also crafting an intuitive experience for their valued customers.

Project Summary

Improving how millions of owners make their car payment.

Along with the economy cars offered by Chevrolet, GM customers also include drivers spending over $75K on Cadillacs and Corvettes. This customer deserved, and demanded, a best-in-class mobile experience consistent with BMW, Mercedes and Lexus. So IMM created the MyAccount experience, delivering everything from information architecture through development to improve the user experience from the day they drove their new cars off of the lot.

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A key component to an enjoyable mobile experience is a responsive design that’s consistent whether you’re on a smartphone or tablet. IMM explored numerous approaches through IA and UX, testing the experience that would over-deliver on customer expectations. We then updated the digital brand style guide to ensure that colors, type, iconography and branding would feel just as fresh and thoughtful as the UX behind it.

Our efforts decreased customer service calls significantly, increased customer satisfaction and delivered a modern brand kit-of-parts reflective of the future of GM Financial.

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