The Problem

Data revealed systemic friction:

• 2702 inactive users who did not complete verification

• 516 unreadable ID images out of 1735 applications

• High confusion during Wing account connection

• Lack of contextual feedback during critical actions

The issue was not feature gaps.
It was clarity, validation, and trust signaling across the loan lifecycle.

Strategy

Rather than redesign the entire product, I prioritized high-impact friction points.

The approach:

• Improve system feedback loops

• Guide validation instead of reacting to errors

• Reduce ambiguity in critical financial steps

• Clarify the loan lifecycle mentally and visually

Intervention 1, Verification Funnel Repair

Lack of Action Feedback

Users did not know:

• When verification started

• Whether actions succeeded

• What would happen next

Introduced:

• Contextual modal prompting first-time verification

• Clear explanation of processing time

• Reinforced success states

• Guided next steps

Impact:
+61% increase in account verification rate

Small UI adjustments significantly improved behavioral follow-through.

Intervention 2, Wing Account Validation Redesign

Reactive Validation

Errors were shown after submission without guidance on how to fix them.

Redesigned connection flow:

• Displayed user’s registered name for matching clarity

• Inline validation highlighting specific mismatches

• Clear error explanation

• Technical fallback screen with recovery path

• Toast confirmation after successful connection

This shifted the experience from blind retrying to informed correction.

Intervention 3, KYC Optimization

User tested to understand unreadable ID failures and redesigned capture flow:

High-Friction KYC Capture

The 9-step ID capture flow:

• Offered little framing guidance

• Provided no positioning feedback

• Did not support low-end device camera limitations

This created both user frustration and operational inefficiency.

I analyzed unreadable ID failures and redesigned capture flow:

• Framing box guidance

• Clear positioning instructions

• Image review screen with actionable feedback

• Structured error messaging

• Proposed computer vision for auto-detection of ID position and readability

• Focus guidance for low-end devices

Impact:
92% reduction in incorrect ID image submissions

This reduced operational load and accelerated application processing.

Intervention 4, Lifecycle Architecture

Mapped and clarified:

• Verification

• Application

• Approval

• Wing connection

• Cash-out

• Repayment

The goal was to shift from fragmented screens to a coherent financial journey.

This improved user comprehension and reduced ambiguity around loan states.