B o r r o w e r
p o r t a l
portal enabling borrowers to manage operations more efficiently through self-service tools.
Project overview
Objective
Empower borrowers with self -service tools to manage operations more efficiently and autonomously.
Expected outcome
- Increase borrower self-service to 50% ​
- Improve satisfaction survey results
- Boost internal team productivity by reducing manual support tasks
KPIs
- Active users​
- Session duration per visit​
- Reduction in support tickets​
- Retention rate (% of borrowers returning for new transactions)​
- Churn rate (% of borrowers who stop using the portal over time)
My role
Product Manager and UX/UI designer
Process
Research
The design process began with stakeholder and user interviews to understand business goals and borrower needs. Data was organized and analyzed in structured tables, highlighting pain points, user needs, and feature priorities - uncovering key insights that guided the next steps.
Design explorations
Low-fidelity prototype and design explorations were developed in Miro to visualize, prioritize and iterate on various user flows and layout concepts. Feedback from stakeholders and users guided continous refinements, ensuring the design remained aligned with user needs and business goals.
Story and sprint planning
After alignment on high-fidelity prototypes, detailed Figma documentation was created to support implementation. Finalized flows were translated into structured user stories in Notion, each with clear acceptance criteria and relevant design links. Stories were reviewed and prioritized with the development team to ensure clarity and smooth handoff into development.
Next steps
1
Finalize handoff with development, including all specifications and design walkthroughs
2
Set up success tracking for key KPIs and user behaviors
3
​Plan rollout and gather early user feedback
4
Prioritize and finalize design of additional tabs and features