COMPANY
Mission Lane
PROJECT TYPE
0→1 product
Customer acquisition
ROLE
User research
Product design
TEAM
Product Manager
Delivery Manager
Engineering
Marketing
Legal
OVERVIEW
Accessible Credit Improvement
Create an inclusive, transparent product that helps members improve credit without prohibitive monthly fees, while giving the business a scalable, lower-cost path to customer acquisition.
THE PROBLEM
Why Credit Building Is Hard Today
- Limited access to affordable credit products
- Confusion about how actions affect credit scores
- Many products on the market rely on hidden fees and unclear terms
- Competitor onboarding flows often create drop off with unclear requirements and disclosures
USERS
Personas and Jobs to Be Done
| Personas | Jobs-to-be-Done |
|---|---|
| Prospective user | When applying for a credit builder account, I want clear eligibility and straightforward steps, so I can enroll with confidence. |
| Active user | When making payments and tracking progress, I want simple schedules, alerts, and plain-language explanations, so I can stay on track and build credit reliably. |
My Role
Designing the Full Product Lifecycle
As the Product Designer I was responsible for the end-to-end experience across onboarding, account management, payments, and education. Partnered with Product, Engineering, Research, Legal, Content, and Marketing. Authored design specs, shaped IA and flows, created high-fidelity UI, and established design system foundations for rapid iteration and consistency.
DESIGN EXPLORATION
Refining the Experience Through Iteration
- Simplified disclosures and eligibility steps to reduce drop-off
- Tested language and visuals to improve comprehension across literacy levels
- Balanced legal clarity with concise, plain-language content
- Incorporated user and stakeholder feedback through recurring prototype reviews
FINAL DESIGNS
REFLECTIONS
Operational and Compliance Realities
Fraud and Bad Actors
Some users attempted to game the system, creating operational and financial risk. Partnering with the fraud team was critical to identify patterns quickly and pivot the design to close gaps without adding friction for legitimate members.
Partner Bank Approvals
Every piece of language and visual design required bank partner approval, often taking up to six weeks. This forced careful planning of copy and UI changes, as even small adjustments could delay delivery.