Turning user research
into a new concept that unblocked progress
Banks use this tool to handle risky loans (distressed positions). It helps teams spot early warning signs, understand why a loan is in trouble, and choose the next step.
The goal of this tool is to support decisions such as stabilize, restructure, or exit while meeting compliance and audit needs.
When I joined, the product had many features but no clear focus. There was no shared picture of the users, their goals, or what success looked like. My task was to center the work on real users, define a simple scope for a first slice, and align design, data, and engineering. I also needed to prepare an internal pilot that could be shown to clients and used by pre‑sales.
A research-backed concept.
Three user archetypes.
Progress unblocked.
7
Time to concept approval
+50%
Redesign time reduced
3
New archetypes
8
Use cases validated
The pivot
How we unblocked progress
Ran semi‑structured interviews with internal banking experts to understand real usage and reframe the problem around user needs.
Ground truth
I ran semi-structured interviews with internal banking SMEs to understand how distressed loans are managed in practice, and where the current tool was failing.
Discovery
Through these interviews, I identified a critical insight: the presence of three main archetypes, each with distinct objectives and requirements. They are:
Loan Manager
Handles individual distressed loans. Analyzes causes, assesses risk, and defines whether to stabilize, restructure, or exit.
Portfolio Manager
Manages a pipeline of distressed loans. Balances risk, resources, and time across multiple cases.
Head of business
Oversees portfolio strategy. Defines policies, allocates resources, and monitors high-level performance.
Make the work visible
I mapped the end-to-end user journeys to make the workflow visible, align the team on what "done" means, and define MVP scope and priorities.
Turn scope into build steps
I translated the journeys into user flows and clear requirements, so the team could prioritize the backlog and build with confidence.
Design once, scale fast
Early sketches evolved into flows and mockups, accelerated by the design system. Using real components, we quickly built and refined reusable templates that kept the experience consistent and sped up future feature work.
Screen 01
Prototype to validate and align
I built high-fidelity prototypes to test the concept and key interactions early—before development locked decisions in. Prototyping supported co-design, clearer stakeholder alignment, and faster iteration based on feedback.
Loan manager overview
This video shows the high-fidelity prototype that has been built, which represents the main feature of the tool for the loan manager.
Test and iterate
The prototyping phase served as a critical idea validation tool. It allowed us to test concepts with real users and gather feedback that directly informed subsequent iterations. This iterative process of prototyping and testing ensured that the final product would meet the needs and expectations of our users. Video of the prototype demonstrating the user workflow and essential functions of the dashboard feature for the Head of Business tool.
Prototyping
Prototyping is integral to my design methodology, enabling collaborative feature development and co-design of the product. These prototypes facilitated clearer communication between team members and stakeholders, giving everyone a clear understanding of the product's design intent and functionality. The benefits of the design work were many. Not only did it improve internal communication and align our team's vision, but it also significantly accelerated our time to market. By identifying and addressing potential issues early in the development cycle, we streamlined the entire design and development process, paving the way for a more efficient and effective product launch.
REFLECTION AND FUTURE DIRECTIONS
Main Challenges
Joining an existing project presented initial challenges, particularly in redirecting the focus from an assumption-based to a user-centric approach. Overcoming this required clear communication and strategic persuasion to realign the project goals.
Conceptual Shift
The transition from a single software solution to three distinct applications tailored to different personas was a complex but rewarding endeavor. It challenged conventional thinking and demanded a robust understanding of diverse user needs.
This project profoundly impacted my development as a product designer, enhancing my ability to empathize with users, navigate team dynamics, and champion user-centric solutions. It has refined my design thinking and problem-solving skills, setting a new benchmark for my future projects.