A clearer mobile credit journey, consistent with the web
Designing a first mobile app that helps people feel oriented and informed while applying for credit.
Younited · Consumer finance · Freelance engagement via Theodo · 2021–2022
The experience goals
Make a new mobile journey feel familiar to existing web customers.
Reduce uncertainty around sensitive financial questions.
Keep applicants informed through each step and after approval.
The challenge
Younited was launching its first mobile app for online credit. Applying on a phone means answering sensitive financial questions in a single sitting. With no mobile-specific customer feedback available and little room to reinvent the product, the task was to make the existing journey clear, consistent with the web and reassuring on a small screen.
The approach
A competitor benchmark helped ground the mobile experience in familiar patterns. I adapted the web design system to mobile, tested the journey with applicants, and used those sessions to identify moments of hesitation and uncertainty.
Where the experience changed
- Clarified microcopy around difficult financial questions to reduce uncertainty.
- Made progress visible so applicants could see where they were and what remained.
- Carried familiar visual and interaction cues from the web into the mobile app.
- Designed mobile loan tracking to keep borrowers informed after approval.
- Synthesised participant feedback into prioritised recommendations for product and engineering.
- Set a tested foundation for future conversion optimisation and A/B testing.
Making a financial journey clearer?
Let’s talk about trust, clarity and the moments that shape conversion.