Case Study
SCF Customer Portal
Transforming Supply Chain Finance Through Self-Service
Empowering SMEs with transparent, efficient loan processing
30%
faster processing
45%
fewer support queries
85% User Adoption
First quarter launch
30%
Faster Processing Time
Reduced from 5 days to 3.5 days
45%
Support Queries
Decreased manual interventions
85%
User Adoption
Active users within first quarter
Problem
Manual, time-consuming workflows
Low transparency in loan status
High dependency on support team
Goal
Enable complete self-service
Faster loan processing
Real-time visibility and tracking
My Role
Lead Product Designer
End-to-end UX ownership
6 Months
Q3 2025 - Q4 2025
Cross-Functional Team
2 PMs, 4 Engineers, 1 QA
Ownership
UX Strategy & Research
Workflow & Interaction Design
Stakeholder Alignment
Design System Implementation
Usability Testing & Validation
Key Challenges
Compliance & Regulations
Complex Multi-Step Workflows
Multi-Role User Access
Data Trust & Accuracy
Key Design Decisions
Dashboard as Single Source
Consolidated all loan information into one unified dashboard, eliminating the need for users to navigate multiple screens or contact support for status updates.
3-Step Simplified Flow
Reduced complex 7-step process into 3 clear stages: Upload, Review, and Confirm. Each step provides contextual guidance and error prevention.
OCR Automation
Implemented intelligent document scanning to auto-populate form fields, reducing manual data entry by 70% and minimizing human error.
User Experience
Unified loan view
Quick actions
Real-time status updates
Simplified Loan Application Flow
Upload
Drag & drop documents with OCR scanning
Review
Verify auto-populated data and loan terms
Confirm
Submit application and track status
User Testing & Validation
Initial Feedback
"I'm confused about what 'Pending Verification' means. Does this mean my loan is approved or not?"
Issue: Unclear status labels created confusion and increased support queries by 35%
Design Solution
Simplified status names to plain language (e.g., "Under Review")
Added contextual tooltips explaining each stage
Introduced progress indicators showing next steps
Impact & Results
Measurable improvements across key business metrics
30% Faster
Processing Time
Reduced average loan processing from 5 days to 3.5 days
Better cash flow for SME customers
45% Fewer
Support Queries
Decreased manual interventions and support tickets
Lower operational load on team
85%
User Adoption
Active users within first quarter of launch
High engagement and usage
Stakeholder Influence
Leading design decisions across the organization
Cross-Functional Alignment
Successfully aligned product, engineering, and business teams around a unified vision for self-service
Strategic Shift
Drove organizational change from manual support model to automated self-service platform
Compliance Balance
Navigated strict regulatory requirements while maintaining excellent user experience
Learnings & Reflection
Key Learnings
Trust is critical in financial products—transparency builds confidence
Simplicity doesn't mean sacrificing functionality
Early user testing prevents costly late-stage changes
What I'd Do Differently
Earlier involvement with compliance team would have streamlined approvals
More investment in power user features for advanced scenarios
Deeper analytics integration for tracking user behavior patterns