Raiffeisen Bank
Raiffeisen Bank
Fixing hidden entry points and a broken flow that lost nearly half of applicants
Fixing hidden entry points and a broken flow that lost nearly half of applicants
In Raiffeisen’s old app, the credit card entry point was hard to find, and the application flow was cluttered and confusing. As a result, many users abandoned the process before activating a card.
I led the redesign of the credit card experience in our new MyRaif app – improving placement, simplifying the flow, and making key actions easy to access. These changes drove higher activation, usage, and customer satisfaction.
In Raiffeisen’s old app, the credit card entry point was hard to find, and the application flow was cluttered and confusing. As a result, many users abandoned the process before activating a card.
I led the redesign of the credit card experience in our new MyRaif app – improving placement, simplifying the flow, and making key actions easy to access. These changes drove higher activation, usage, and customer satisfaction.
+29%
Card opening rate
+24%
Credit card usage
+27
NPS post-launch
Role:
Role:
Sr. Product Designer (sole designer)
Sole designer
Team:
Team:
14 cross-functional members
14 cross-functional members
Timeline:
Timeline:
4-month
4-month
+29%
Card opening rate
+24%
Credit card usage
+27
NPS post-launch
What was broken
What was broken
Hard-to-Spot Entry
Hard-to-Spot Entry
Users had to hunt through secondary menus to find the credit card section – there was no clear, prominent entry point in the main navigation. Many gave up before even starting an application.
Users had to hunt through secondary menus to find the credit card section – there was no clear, prominent entry point in the main navigation. Many gave up before even starting an application.
Benefits Were Unclear
Benefits Were Unclear
The app didn’t explain how the credit card worked or why it was worth getting – rewards, limits, and fees weren’t surfaced. Users couldn’t see how it compared to other options, so many chose competitors.
The app didn’t explain how the credit card worked or why it was worth getting – rewards, limits, and fees weren’t surfaced. Users couldn’t see how it compared to other options, so many chose competitors.
Voices from Research
Andrii, 36
Developer
Taras, 41,
businessman
"I couldn’t find where to apply for a credit card – I tapped through half the app and still saw nothing."
"I couldn’t find where to apply for a credit card – I tapped through half the app and still saw nothing."
01
Larysa, 42
Teacher
"I got the card but didn’t know how to use it – there were no clear steps or guidance."
"I got the card but didn’t know how to use it – there were no clear steps or guidance."
02
Oleh, 51
Driver
"I’m not sure why this card is better – the benefits aren’t explained anywhere."
"I’m not sure why this card is better – the benefits aren’t explained anywhere."
03
Iryna, 29,
marketer
"I compared it to my current card and still couldn’t see what makes it better."
"I compared it to my current card and still couldn’t see what makes it better."
04
What I Changed
What I Changed
What I Changed
Clear Entry Point
Clear Entry Point
Added a “Loans” tab for instant access – making it easy for users to find and start a credit card application from the main navigation.
Added a “Loans” tab for instant access – making it easy for users to find and start a credit card application from the main navigation.
Explained Benefits
Explained Benefits
Introduced an onboarding screen outlining how the card works and key advantages – helping users grasp rewards, limits, and why it’s worth choosing.
Introduced an onboarding screen outlining how the card works and key advantages – helping users grasp rewards, limits, and why it’s worth choosing.
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
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
Feedback Fuels Progress
Ongoing user feedback throughout the project helped shape smarter product decisions and guided every design iteration.
Ongoing user feedback consistently helped shape smarter product decisions and guided every design iteration.
Ongoing user feedback throughout the project helped shape smarter product decisions and guided every design iteration.
Feedback Fuels Progress
Design for Clarity, Earn Trust
Clear explanations of benefits and how to use the card increased user confidence and boosted engagement.
Balancing user needs with business goals led to better outcomes across the board.
User-First = Business Win
Design for Clarity, Earn Trust
Clear explanations of benefits and how to use the card increased user confidence and boosted engagement.
Clear explanations of benefits and how to use the card increased user confidence and boosted engagement.
User-First = Business Win
Carefully balancing user needs with business goals led to stronger results and better outcomes across the board.
Carefully balancing user needs with business goals led to stronger results and better outcomes across the board.