What if getting a loan were as easy as turning the key in your car?
R2 - an embedded platform designed to offer a Capital as a Service (CaaS) solution - in collaboration with InDrive, had facilitated the placement of over +2,000 loans to drivers.
Role
Sr product designer
Team
8 Devs
1 PM
Year
2024
Services
Research
Strategy
Design System
Prototype
Overview
In August 2023, it faced a 9% drop in repeat loan conversion. As Product Designer, I immediately took on a leadership role, driving the research and prototype design that allowed us to validate hypotheses and recover conversion.
Users & Pain Points
Having to repeat the process makes the experience frustrating
I started with an online survey targeting 2,565 users and an in-app NPS, receiving 32% responses. From the data, a clear pattern began to emerge: users weren’t frustrated by their first loan, but by the subsequent ones.
Exploration
What was meant to be a seamless experience had turned into déjà vu: repeating the KYC process from scratch
I led a complete redesign of the KYC flow in collaboration with development, product, and compliance teams. We started from a simple but powerful hypothesis:
💡 When users applies for a second loan, they shouldn’t have to go through the entire KYC process again, since their information has already been validated.
To test this, we introduced automation into the KYC flow for repeat loans.
Solution integration
Designing the Flows
I wanted to make sure that the design decisions I made were consistent, and that the user experience was seamless. Using the existing flows as a reference, I was able to design the flows for the refill loans experience.
Faster Liquidity, Smarter Operations
With this new structure, users could access a new loan without having to go through the KYC process again.
The impact was twofold: for drivers, it meant faster access to liquidity; for the internal team, it enabled the automation of loan approvals by leveraging users’ history and prior knowledge. What once required manual validations and consumed valuable time was transformed into a far more efficient flow.
Impact
The launch of Payback Refill marked a turning point within R2’s revenue portfolio. The value proposition was clear: guarantee a minimum of 90% liquidity on the first loan, enabling users to pay off debt faster, access higher amounts, and reduce fees.
👩💻 -4%
Support tickets related to the approval of second loans
⏰ 24 hrs
Average loan approval time
Learnings
🧩 This experience taught me that while delivery timelines can push me to focus on immediate needs, keeping a broader view of the product portfolio is key to anticipating challenges and building sustainable solutions.
⭐️ R2 was born from a firsthand experience with financial limitations, and being part of it showed me how a digital product can transform income flows for those with limited access to opportunities. Hearing users voices opened my eyes: beyond metrics and processes, the true value of a product lies in how it impacts people's lives giving them confidence and new possibilities.
