Our team was tasked with redesigning an existing loan management
app that had become
outdated, cluttered, and frustrating for users
. The original experience made it difficult to view loan details,
track due dates, and make payments. This lead to poor engagement,
missed payments, and frequent support tickets.
I led the complete UX redesign, focusing on creating a more
intuitive, efficient, and user-centered experience that would
empower users to manage their loans confidently and independently.
My role
Lead UX/UI Designer Product Strategy
Time line
12 weeks
Team
Design (2) Engineering (5) Product (2)
Tools
Figma Figjam Azure DevOps
Design process
01
User research
02
User interview
03
User persona
04
Empathy mapping
05
User persona
06
User flow
07
Wireframes, Visual design
08
Prototyping, Testing
My design process focuses on shaping and evolving Hammock financials
digital experience to ensure a clear, user-friendly, and consistent
brand identity across all touchpoints
The problem space
The original app was functional but deeply flawed from a user
experience perspective. Common issues included:
Overwhelming dashboard with no clear next steps
Confusing loan breakdowns
(principal vs. interest)
Cumbersome payment process
requiring multiple taps
Lack of mobile optimization
, despite majority mobile users
Poor accessibility
, with small text and low contrast
Hypothesis
Redesigning the loan management app to simplify navigation, surface key
loan information, and streamline the payment process will improve task
completion rates, reduce user confusion, and decrease support requests.
Ultimately leading to higher user satisfaction and engagement.
Research & Insights
We conducted user interviews with 10 users
and reviewed analytics and customer support logs.
Key findings included:
Hidden information
7 out of 10 users couldn’t locate their next due date within 10
seconds.
Payment Breakdown Unclear
Many users were unsure what their payment was going toward
(interest or principal).
Frequent Support Requests
Support tickets were frequently related to payment confirmation
and transaction history.
Mobile Usability Issues
Mobile users struggled most with tap targets and screen
responsiveness.
“It’s hard to tell what I’ve paid and what I still owe.”
AL
Alex L.
App user
"I wish it showed me exactly how close I am to paying it off."
NW
Nina W.
App user
kEY IMPROVMENTS
Clear Dashboard
Redesigned to show loan balance, next payment due, and a primary
call-to-action right up front.
Simplified Payments
Users can now make a payment in 3 taps, with options for one-time,
scheduled, or recurring payments.
Transparent Loan Info
Loan breakdown includes visual indicators for principal, interest,
and payoff progress.
Responsive Design
Optimized for mobile devices with larger touch targets and better
responsiveness.
Improved Accessibility
Updated color palette, scalable fonts, and screen reader support to
meet WCAG 2.1 guidelines.
User quotes
“This version is so much easier to use, I can actually find what I
need in seconds.”
AM
Angela M.
App user
“Being able to see my payment history and what I still owe at a
glance is a game changer."
JR
James R.
App user
“Before, signing in felt like a chore... Now it’s smooth and takes
just a few seconds.”
MC
Maya C.
App user
"The whole experience feels faster and more trustworthy. I don't
second-guess anything anymore."
DK
Daniel K.
App user
tEST RESULTS
2x
Users completed payments 2x faster on average
98%
Reported higher trust and confidence in the new design
