Personalized Loan Payment Platform.
Designed a centralized platform that allows members to manage loan payments through a secure link delivered via text message. Users can quickly access the experience to make one‑time payments and set up payment reminders, helping them stay organized and avoid missed deadlines. The solution emphasizes simplicity, accessibility, and ease of use to create a smooth and stress‑free payment experience.
Current Workflow
Pain Point
When a loan payment becomes overdue, Call Center and Collections agents must reach out to members and guide them through the payment process. However, the current backend experience is inefficient and difficult for new employees to navigate.
Key Issue
There are 4 separate payment methods, each with its own link and set of instructions. New employees must spend additional time locating these links, compiling them into emails, or verbally explaining where members can find each payment option. This results in longer onboarding time, increased call duration, and inconsistent communication with members.
Online Banking Sign-In
New UX Workflow
Design Mood Board
Conducted research on payment options within the finance industry to understand how different products create distinct user experiences. For example, Bank of America and Venmo represent different approaches to banking and payments, not just visually, and not simply as “good” or “bad,” but as fundamentally different experience models.
Brainstorm
I used Figma AI to run 3 ideas of brainstorming and explore different ways to improve the loan payment experience. This process helped generate a wide range of ideas, compare options, and spot common patterns across agent workflows, system limitations, and member needs. It allowed me to quickly expand the ideas before focusing on the solutions with the greatest impact.
Loan Payment Landing Page
Wireframe
Loan Payment Landing Page Version 1
Mobile View-Check Your Phone Page
Final Version
Website View-Lona Payment Landing Page
Skip-a-pay & Payment Reminder
Mobile View-Lona Payment Landing Page
Final Version
Mobile View-Send One Time Code Page
Skip-a-Pay Page
Wireframe
Mobile View
Please Confirm Skip-a-Pay Pop Up Page
Website View
Skip-a-Pay Confirmation Pop Up Page
Website View
Payment Reminder Page
Wireframe
Final Design
Website View
One-time Payment
Service Timeline
Identity Verification Page
We standardized the member identity verification workflow as a shared UX pattern, enabling cross-project consistency, faster iteration, and a more cohesive end-to-end experience. We ensured consistency across projects while streamlining user flows and reinforcing user trust at key touchpoints.
