Project Overview

A significant portion of approved loans were not being settled, creating a revenue bottleneck. The provisions form (document submission platform) was complex, confusing, and lacked guidance.

Goal: Simplify the submission process, improve completion rates, and align with a scalable design system.

‍

Challenges

• Complex compliance and document workflows caused user friction.
• Users required clear guidance to submit accurate documents.
• Needed mobile/tablet responsiveness while maintaining backend feasibility.
  

My Approach

• Renamed and restructured the platform as a “Settlement Checklist” to improve clarity and terminology.
• Redesigned all sections and steps for simplicity, introducing draft/autosave and inline guidance.
• Applied design system principles to ensure cross-product consistency and scalability.
• Collaborated closely with Product Manager and engineers to maintain operational feasibility.
• Used analytics and behavioural insights to optimize flow and reduce drop-offs.
  

Outcomes

• Streamlined submission process, improving potential loan settlements and revenue.
• Reduced user confusion and friction with clear guidance and simplified UI.
• Established scalable design patterns for future operational forms.
• Strengthened design system adoption across web and mobile products.
  

Key Skills Demonstrated

• Workflow simplification in complex fintech environments
• Operationally aware UX design for regulated products
• Design system integration across multiple platforms
• Evidence-based design using analytics
• Cross-functional collaboration with PMs, engineers, and compliance teams