MTS Bank | B2C

Redesigned Refinance Experience to Help More Borrowers Save

MY ROLE: UX Designer

COLLABORATION: Design Lead, PM, Engineers (2)

TIMELINE: 10 weeks

LAUNCH: June 2020

MTS Bank wanted to improve the loan refinancing flow in its mobile app, which serves 3.8 million users. As a UX/UI Intern, I helped redesign the experience for a feature that many people were dropping midway.

We focused on three key improvements:

  • Made loan offers easier to compare

  • Let eligible customers skip unnecessary document uploads

  • Added in-app signing for required documents

PROBLEM

Two out of three customers left the refinancing flow before even reaching their loan options. Confusing labels and missing details made the process unclear, reducing trust and causing the bank to lose potential conversions.

BUSSINESS GOAL

Increase conversion rates by reducing drop-offs in the refinancing flow through clearer labels and improved information, helping more users reach the rate comparison screen and complete the process.

FOCUS

This case study focuses on customers who get their salary paid directly into their bank account.

Project Kick-Off

Because of early COVID-19 restrictions, we had limited access to real users. To move forward, we relied on internal resources and secondary research:

  • Looked at product analytics to see where customers dropped out of the refinancing flow

  • Reviewed common support questions to uncover pain points and missing details

  • Explored other banking apps to identify best practices and UX patterns for mobile refinancing

With the PM, we identified the main challenges for customers

1. Feature awareness

Many customers didn’t understand how refinancing worked or why it was useful - they didn’t engage with it.

2. Friction in early steps

Many customers dropped off during eligibility checks and document uploads, making it hard to complete the process.

3.Unclear next steps

Customers were unsure about eligibility rules and what to do next, which caused hesitation to proceed.

DESIGN

After spotting where customers dropped off and what caused frustration, I explored designs that improved transparency, built trust, and reduced friction. Mapping the user journey revealed clear opportunities for improvement.

The first goal was to explain refinancing benefits and loan terms in a simple way. Without this clarity, users didn’t see the value and often abandoned the process.

Next, I focused on making the process easier for direct deposit customers. Because they were already verified, they could skip steps such as uploading documents.

Finally, I focused on helping customers see the value of refinancing right away. By showing a direct comparison between their current loan and the new offer, I made potential savings clear and easy to understand. This gave customers the confidence to move forward, since they could see exactly how much money they would save.

FINAL DESIGNS

Reflection & Impact

In this project, collaboration across teams was key. Partnering with the product helped uncover the biggest friction points in the flow. Working with legal and marketing allowed us to simplify requirements and shape messaging that built trust without adding extra steps.

The outcome was more than just a smoother experience; it drove measurable business impact. Refinancing completions rose from 14,000 to over 17,000 in the first month. For me, the takeaway was clear: when design connects user needs with business priorities and aligns multiple teams, it can unlock both simplicity and growth.