Raiffeisen Bank
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
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 old app buried the loan entry point and overloaded users with unclear steps and payment info, driving high drop-offs.
I led the end-to-end redesign in MyRaif, collaborating with engineers and analysts to simplify the flow and improve loan discovery.
Raiffeisen’s old app buried the loan entry point and overloaded users with unclear steps and payment info, driving high drop-offs.
I led the end-to-end redesign in MyRaif, collaborating with engineers and analysts to simplify the flow and improve loan discovery.
Raiffeisen’s old app buried the loan entry point and overloaded users with unclear steps and payment info, driving high drop-offs.
I led the end-to-end redesign in MyRaif, collaborating with engineers and analysts to simplify the flow and improve loan discovery.
+31%
+31%
Completion Rate
Completion Rate
26%
26%
Fewer drop-offs
Fewer drop-offs
+34
+34
NPS post-launch
NPS post-launch
+31%
Completion
Rate
26%
Fewer
drop-offs
+34
NPS
post-launch
Role:
Sr. Product Designer
(sole designer)
Team:
12 cross-functional
members
Timeline:
5-month
Role:
Sole Designer
Team:
12 members
Timeline:
5 month
What was broken
What was broken
What was broken
Entry Point Was Buried
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.
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
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.
All loan fields were packed into one screen – overwhelming users and offering no guidance for big financial decisions.
Voices from Research
Voices from Research
Taras, 31
Business owner
Taras, 31
Business owner
Taras, 31
Business owner
I didn’t even know loans were available in the app. I thought I had to go to a branch.
I didn’t even know loans were available in the app. I thought I had to go to a branch.
I didn’t even know loans were available in the app. I thought I had to go to a branch.
01
01
01
Olena, 34
Freelancer
Olena, 34
Freelancer
Olena, 34
Freelancer
I kept looking for a Loans section but couldn’t find anything. Had to call support.
I kept looking for a Loans section but couldn’t find anything. Had to call support.
I kept looking for a Loans section but couldn’t find anything. Had to call support.
02
02
02
Dmytro, 51
Sales rep
Dmytro, 51
Sales rep
Dmytro, 51
Sales rep
The form looked scary. I gave up halfway because I wasn’t sure what info they needed.
The form looked scary. I gave up halfway because I wasn’t sure what info they needed.
The form looked scary. I gave up halfway because I wasn’t sure what info they needed.
03
03
03
Viktoria, 58
Accountant
Viktoria, 58
Accountant
Viktoria, 58
Accountant
It felt like filling out a mortgage.
All in one screen,
no explanation.
It felt like filling out a mortgage.
All in one screen,
no explanation.
It felt like filling out a mortgage.
All in one screen,
no explanation.
04
04
04
What I Changed
What I Changed
What I Changed
Clear Entry Point
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.
Added a “Loans” tab for instant access and clear visibility of credit options.
Streamlined Flow
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.
Broke the flow into simple, guided steps – reducing friction and decision fatigue.
End-to-End Flow
End-to-End Flow
End-to-End Flow
This is what users see now: a faster, more intuitive loan experience that meets their expectations.
It showcases the loan application flow, built as a prototype in Play.
This is what users see now: a faster, more intuitive loan experience that meets their expectations.
It showcases the loan application flow, built as a prototype in Play.
This is what users see now: a faster, more intuitive loan experience that meets their expectations.
It showcases the loan application flow, built as a prototype in Play.
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
Make Value Visible
Users shouldn’t have to search for what matters – show key info like payment details and actions upfront.
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.
Key Learnings
Key Learnings
Key Learnings
Make Value Visible
Make Value Visible
Make Value 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.
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.
Visual simplicity wins
Visual simplicity wins
Visual simplicity wins
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Breaking down complex flows into clear, bite-sized steps builds user confidence and reduces overwhelm.
Post-launch matters
Post-launch matters
Post-launch matters
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.
Continuous iteration after launch helped us ship meaningful improvements based on real user pain.