Raiffeisen Bank
Raiffeisen Bank
Fixing a broken flow that blocked 7 out of 10 applicants from completing their loan request
Fixing a broken flow that blocked 7 out of 10 applicants from completing their loan request
Raiffeisen’s legacy app made it hard for users to apply for loans – the entry point was buried, the flow was overwhelming, and payment info was unclear. As a result, drop-offs were high and conversion rates were low.
I led the redesign of the loan experience in our new MyRaif app – working closely with engineers and analysts to streamline the flow and redesign how users explore and request loans.
Raiffeisen’s legacy app made it hard for users to apply for loans – the entry point was buried, the flow was overwhelming, and payment info was unclear. As a result, drop-offs were high and conversion rates were low.
I led the redesign of the loan experience in our new MyRaif app – working closely with engineers and analysts to streamline the flow and redesign how users explore and request loans.
+31%
Completion Rate
26%
Fewer drop-offs
+34
NPS post-launch
Role:
Role:
Sr. Product Designer (sole designer)
Sole designer
Team:
Team:
12 cross-functional members
12 cross-functional members
Timeline:
Timeline:
5-month
5-month
+31%
More successful
applications
26%
Fewer drop-offs
+34
NPS post-launch
What was broken
What was broken
What was broken
Entry Point Was Buried
Entry Point Was Buried
Users had to dig into the “Personal Offers” tab just to find loan options – there was no clear entry point from the main navigation.
Users had to dig into the “Personal Offers” tab just to find loan options – there was no clear entry point from the main navigation.
Form Was Overloaded
Form Was Overloaded
All loan fields were packed into one screen – overwhelming users and offering no guidance for big financial decisions.
All loan fields were packed into one screen – overwhelming users and offering no guidance for big financial decisions.
What I Changed
What I Changed
What I Changed
Clear Entry Point
Clear Entry Point
Added a “Loans” tab for instant access and clear visibility of credit options.
Added a “Loans” tab for instant access and clear visibility of credit options.
Streamlined Flow
Streamlined Flow
Broke the flow into simple, guided steps – reducing friction and decision fatigue.
Broke the flow into simple, guided steps – reducing friction and decision fatigue.
End-to-End Flow Preview
End-to-End Flow Preview
End-to-End Flow Preview
This is what users now see – a faster, more intuitive loan experience that matches their expectations.
This is what users now see – a faster, more intuitive loan experience that matches their expectations.
What Improved
What Improved
What Improved
Redesign led to higher conversion, smoother flow, and happier users – backed by 4 key metrics.
Redesign led to higher conversion, smoother flow, and happier users – backed by 4 key metrics.
Key Learnings
Key Learnings
Key Learnings
Make Value Instantly Visible
Users shouldn’t have to search for what matters – show key info like payment details and actions upfront.
Users shouldn’t have to search for what matters — show key info like payment details and actions upfront.
Make Value Instantly Visible
Visual simplicity wins
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.
Post-launch matters
Visual simplicity wins
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Post-launch matters
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.