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Self-Service Lending

Client

Tietoevry Loan and Financing

Year

2024

Services

Information Architecture

Prototyping

Content Strategy

User Testing

Challenge

THE WHY

The client banks aimed to streamline their loan application process, which was seen as lengthy, confusing and costly in terms of user drop-offs.

Their goal was to embrace automation, improve transparency, and reduce friction for applicants—reducing the current high abandonment rates.

The client banks aimed to streamline their loan application process, which was seen as lengthy, confusing and costly in terms of user drop-offs.

Their goal was to embrace automation, improve transparency, and reduce friction for applicants—reducing the current high abandonment rates.

Insights

THE hOW

User testing revealed that applicants struggled with complex language, unclear questions and poor form logic. Internally, testers and developers found handed over prototypes to be unclear and difficult to interpret.

Design Decisions

THE WHAT

We restructured the content into focused pages with transparent simplified language. Forms adopted automatic data retrieval, improved navigation logic, and implemented error summaries to reduce user input friction.

A refined Figma design system with smart customizable components and bilingual assets (English/Norwegian) made iteration easier and faster.

Integrated SMS notifications.

Integrated SMS notifications.

Improved error layout, including an error summary.

Improved error layout, including an error summary.

Smart components in Figma.

Previous form page with high drop-off rates.

Dedicated pages with automatic data retrieval.

New dedicated pages with automatic data retrieval

Figma smart components in action.

Solution
and Impact

Solution and Impact

The new flows and smart component library facilitate flow creations and accelerate collaboration between design, development and testing, featuring balanced forms that optimize loan applications for Nordic banks.

By simplifying flow logic and clarity, the new SSL version lowered form abandonment and increased application completion rates from 30 to 50%.

By simplifying flow logic and clarity, the new SSL version lowered form abandonment and increased application completion rates from 30% to 50%.