Digital Banking Lending Platform Transformation

Project Overview

The bank aimed to modernize its lending services by offering:
A customer-facing web app for account opening, loan applications, and self-service banking.
An agent-facing platform for onboarding, application processing, and service support.
The challenge was keeping both sides aligned and consistent while meeting new business and regulatory requirements at high speed.

Problem Statement

The platform was at the heart of lending sales but struggled with: Constant updates from business and regulatory demands. Fragmented mini-projects that risked design drift. Dual audiences (agents and customers) needing tailored but connected experiences. Frequent issues causing inefficiency and user frustration. Without strong UX oversight, the experience could easily fragment, creating inefficiency for agents and friction for customers.

Problem & Approach

1 Continuous Change
at Scale

Problem: New requirements arrived almost weekly, risking broken flows. Solution: Designed modular flows and scalable UX updates that could flex without disrupting the experience. Outcome: Seamless integration of 50+ improvements, faster go-to-market for new features.

2 Fragmentation

Across 25+ Mini-Projects

Problem: Each initiative risked creating inconsistent user journeys. Solution: Applied and extended the design system to cover all new scenarios. Outcome: A cohesive platform that looked and felt unified across both agent and customer sides.

3 Serving Two
Audiences

Problem: Agents and customers had different needs but shared the same processes. Solution: Built mirrored flows with tailored interfaces—self-service for customers, guided support for agents. Outcome: Customers enjoyed smoother self-service journeys; agents processed applications more efficiently.

4 Fast Issue
Resolution

Problem: Bugs and UX gaps slowed adoption and reduced trust in the platform. Solution: Established a rapid design-QA-dev feedback loop to resolve issues quickly. Outcome: More stable operations, fewer escalations, and stronger confidence in digital adoption.

User Flow

 

Loan onboarding and eligibility journeys for multiple products. Unified design patterns for both customer and agent contexts. Componentized UI updates aligned with the bank’s design system. Service blueprints to connect front-stage and back-stage processes.

Design Solution

Service Blueprint: End-to-end mapping of touchpoints and systems
User Flows & Wireframes: From onboarding to product bundling
Final Designs: Mobile-first, branded, accessible

“Enabled customers to open accounts instantly while adopting multiple products in one seamless flow.”

Results & Problem Space

Business

Scaled the platform with 25+ continuous improvements.
Faster delivery of new lending features and regulatory updates.

Customer

Easier account opening and loan applications.
Clearer, more consistent banking journeys.

Operations

Agents worked faster with aligned workflows.
Reduced training needs due to consistent design patterns.

Impact: Drop-offs, high acquisition costs, and lost revenue.

Reflection

This project taught me how to design at scale for dual audiences in a highly regulated sector. I learned that consistency and modularity are just as critical as innovation when managing a platform that never stops evolving. If I could take it further, I would introduce design QA automation to safeguard UX quality across continuous updates.