Displaying the right amount of timely, relevant information about your financial accounts and status so members can take quick actions to manage their account(s).
Context
A a Digit users came to the app to effectively manage their finances, needing a reliable, intuitive platform to check account balances, make timely payments, and view account statuses. Due to a recent redesign, made it harder for users to perform these core tasks, undermining the very experiences that had previously supported their confidence in the product. I saw the challenge was to realign the app with these fundamental 'jobs,' rebuilding trust by making it easier for users to engage, manage, and gain insight into their finances within Digit's ecosystem."
Problem
Users struggled to access essential account information and complete routine actions, such as loan payments and balance checks, which had once been straightforward. This decline in usability led to frustration, particularly among long-term users, and contributed to a decrease in engagement and retention. The app’s new complexity prevented it from effectively supporting users in managing their finances, ultimately eroding the trust that had been a cornerstone of the Oportun experience.
Role
Lead Product Designer
Teammates
Amy Ha
John Quaresma
Byron Montero
Tools
Figma, Figjam
Timeline
Q1 2021
Goals
My objectives were to enhance baseline metrics for active financial products, reduce the churn rates, especially among long-term members. I would do this by restore usability and rebuild trust by making essential financial actions easily accessible on the homepage and optimizing core financial flows.
Ultimately, this project aimed to lay a solid foundation for a user-centered experience that could evolve with the needs of Digit's members, offering consistent and valuable support in managing their finances.
Solution
To address these challenges, I redesigned the homepage to feature widgets that provided direct access to core actions and optimized payment and transfer flows, such as loan payments and Savings updates, while also delivering personalized insights to support users' financial decisions.
Through A/B testing, we validated that these widgets significantly boosted engagement, with a 2-3x increase in timely loan payments and auto-pay enrollments. Working closely with product and design stakeholders, I led the effort to integrate these updates seamlessly, ensuring the new homepage experience aligned with users' needs for ease and clarity. This focused, user-centered approach not only restored functionality but also began rebuilding user trust.
Tryout the prototype
Savings
Tryout the prototype
Savings activation
Built into design system