simplify comlicated product for diverse users
B2POS lending platform redesign
how we simplified a complicated flow for purchase loan aggregator
Quick summary
PosCredit is a B2B lending platform used in large федераль retail chains (electronics and appliance stores).
At the point of sale, a cashier or credit manager submits a customer application. The system sends requests to multiple banks, aggregates responses, and allows the customer to choose a loan offer on the spot.
The product is a part of a larger ecosystem that also included a direct-to-consumer app.
This case focuses on the in-store POS system.
At the point of sale, a cashier or credit manager submits a customer application. The system sends requests to multiple banks, aggregates responses, and allows the customer to choose a loan offer on the spot.
The product is a part of a larger ecosystem that also included a direct-to-consumer app.
This case focuses on the in-store POS system.
Problem
The existing process was outdated and operationally heavy.
Key issues:
In a high-pressure retail environment, this slowed everything down.
Key issues:
- No unified design system — inconsistent UI across flows
- Overcomplicated step structure
- Redundant statuses visible to frontline staff
- Too many editable fields leading to frequent input errors
- High cognitive load during live customer interaction
In a high-pressure retail environment, this slowed everything down.
old version of form of applicants data
Context
- Partners12 connected banks
- DynamicAsynchronous responses (offers appear progressively as banks reply)
- LegalRegulatory constraints, including government ID verification flows
- Form-factorDesktop and mobile versions used directly in-store
Approach
The redesign focused on operational clarity.
Not feature expansion.
Not visual refresh.
Pure workflow optimisation.
Together with analytics and product, we rebuilt the CJM and identified friction points across the full application lifecycle from data entry to offer selection.
Not feature expansion.
Not visual refresh.
Pure workflow optimisation.
Together with analytics and product, we rebuilt the CJM and identified friction points across the full application lifecycle from data entry to offer selection.
key decisions
- Scenario restructuringThe application flow was rebuilt around a linear, predictable structure.
Each step had a single clear purpose
Where possible, steps were merged
Where necessary, actions were locked to prevent invalid edits. - Progressive bank responsesinstead of system-driven statuses, the interface focused on what the manager actually needed to know:
- N Offers received
- Waiting for banks
- No approval
- Field control and validationHigh-error fields were either:
- prefilled through government ID service integration
- or constrained with stricter validation
- Status declutteringDozens of informational statuses — useful for backend teams but irrelevant at checkout — were removed or relocated to secondary layers.
The visible UI became decision-oriented, not system-oriented. - Design system foundationA unified component library was introduced across desktop and mobile.
This reduced UI inconsistencies and accelerated further development.
Outcome
- fastAverage application time reduced from ~18 minutes to ~11 minutes
- predictableData entry error rate decreased by ~27%
- simpleOnboarding time for new credit managers reduced by half
- nativeSupport tickets related to “application stuck” or unclear statuses dropped by ~40%
Operationally, the product shifted from being a complex financial interface to a controlled sales tool.
For retail staff, it became simpler to use.
For the business, it became more predictable and scalable.
For retail staff, it became simpler to use.
For the business, it became more predictable and scalable.
no prototype available due to nda
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