ozon bank

[problem]

Many users applied for BNPL or a credit card but never signed the contract. They left during the credit check or didn’t understand their result.

[what I did]

• Ran user interviews and unmoderated tests, and found drop-off points with analysts and support chats
• Simplified the first screen, so users got through it faster
• Added security labels on screens with sensitive data, to build trust
• Designed an animated loading screen for the credit check
• Made result screens clear: your limit and the next step
• Declined? We explain why and how to try again

[outcome]

More signed contracts, fewer support requests, and more sales on the marketplace as a result.

[problem]

Too many users paid late, and the risk team asked us to fix it. Many users also didn’t finish the application.

[what I did]

• During the application: widgets that remind users to finish the form, sign the contract, or see their approved amount
• After approval: the current state of the limit and how much is left
• A payment reminder with a “Pay” button when it’s time

[outcome]

Users always know their limit and next payment, and more of them finish the application.

Landing pages, UX fixes, onboarding, integrations with external services to make getting a product faster, and concepts for the whole bank’s future.