Project Overview

OurMoneyMarket rebranded to Handy Finance, requiring a new customer portal for loan management, application tracking, top-ups, and transactions. The legacy platform lacked transparency, drove high support volume, and limited scalability.

Goal: Deliver an intuitive, scalable portal that improves user engagement, conversion, and operational efficiency.

‍

Challenges

• Users couldn’t track application progress → high drop-offs.
• Fragmented workflows led to support overload.
• Needed to ensure regulatory compliance when designing flows for customers experiencing financial hardship.
• Needed full alignment with Salesforce backend and cross-product ecosystem.

My Approach

• Conducted operational discovery and mapped end-to-end loan and application workflows.
• Synthesized support data, behavioral insights, and operational constraints to define pain points.
• Framed hypotheses: increased transparency would boost adoption, reduce support, and improve conversion.
• Designed UX flows, wireframes, and high-fidelity prototypes for all states and edge cases.
• Built a scalable design system for consistent cross-product experience.
• Executed a phased rollout: initial cohort 2,500 users → scaling to 35,000+.

Outcomes

• $615k+ in early top-up loans during phased rollout (2500 users)
• Reduced customer support volume through improved application transparency.
• High adoption and positive early user feedback.
• Established scalable foundation for future products and features.

Key Skills Demonstrated

• Discovery-led, hypothesis-driven product design
• End-to-end UX & UI design (web & native)
• Cross-functional collaboration (PMs, engineers, support)
• Designing within ASIC-regulated consumer credit environments, including financial hardship and vulnerable customer considerations.
• Design system creation for consistency and scalability
• Phased rollout strategy for risk management

‍