Role

I was the lead designer for this project in Q3 2023-Q4 2023. I was responsible for Product Thinking, UX Design, and Visual Design.

Team

1 Product Designer
1 Content Designer
1 Head of Product
2 Product Managers
8 Engineers
2 Compliance Officers

Timeline

6 months

Problem

We prioritized business needs over customer experience.

• We used confusing design patterns
• We combined qualification criteria for two different products
• We included factors that don’t impact credit limit

Goals

Make it easy for customers to understand how they can increase their credit limit.

Metrics

• Customer satisfaction
• Reduce customer contacts
• Increase direct deposits per user

Solution

We prioritized customer experience by showing only relevant information.

• We removed confusing design patterns
• We separated qualification criteria for two different lending products
• We removed factors that don’t impact credit limit

Results

We increased customer satisfaction and reduced customer contacts.

• People could easily understand their current credit limit and max credit limit
• We reduced the amount of people contacting support with questions about their credit limit
• Direct deposits per user +12%