Launched Arivo’s first end-to-end auto refinance platform reducing application time by 70% and generating ~$1M in new revenue within the first quarter.
UX-Team : UX Team of One and 1-Product Manager
Role : UX Designer
Tools: Figma, Lucid chart , Jira, InDesign, Confluence , Slack
Arivo wanted to expand its lending portfolio by offering auto refinance as a new digital product line — creating a new revenue stream while reducing dependency on third-party servicing. But auto refinance is complex, regulated, and high-friction by nature.This product had to be launched from the ground up. It needed to guide borrowers through credit checks, document uploads, offer selection, and e-sign — all in a compliant, intuitive, and efficient flow. Internally, the platform had to align with underwriting and servicing tools, reducing manual effort for the collections and recovery teams.
To support the launch of auto refinance as a new business line, our goal was to design a compliant, user-friendly digital experience that could be rolled out quickly and scaled efficiently.
Conducted stakeholder interviews to understand refinance requirements, compliance constraints, and business expectations. Mapped user touchpoints and internal dependencies (underwriting, legal, servicing). Based on which we formulated the plan for the user research.
Participants : 6
Tools : Userinterview.com , Google Meet
Needed multiple confirmations (reviews, friends, web)
Talked to agents
Already a customer Customers
chose known lenders
Worried about
hard credit
hits
Refinance to
increase
monthly savings
Felt stressed
while shopping
Completed the
application
process < 15 min
Avg. time for others
to complete the
application is 40 mins
Refinancing lenders are chosen for the SWOT analysis based on the insights from the user interviews and from Nerdwallet's top 10 refinancing lenders.
Theme that we commonly see in terms of value proposition from the market's leading lenders are,
FAQs to be designed specifically for the page
5/8 testers mentioned testimonials must be authentic and not in all pages
2/8 testers mentioned bringing up the steps high in the hierarchy
Option to edit mobile number and email id before e-signing session as users mentioned they will provide fake ones.
Users found the mobile switch confusing because of positioning of the elements
Mentioning partners will give more trust to users
From the user testing conducted using the userinterviews.com the following key insights were gathered:
After designing the desktop and mobile interfaces, version testing was conducted to evaluate usability and user experience. The focus was on global UI elements such as the support panel placement, mobile “Get Help” button, and various other buttons. The goal was to understand user mental models and ensure consistency across platforms. Insights from the testing informed refinements, enhancing overall usability and experience.
To ensure the product met design intent and delivered a seamless user experience, I conducted production inferences in collaboration with the QA team. This involved testing the live environment to verify that UI behavior, flow logic, and performance matched the original design standards.We actively monitored for bugs, UI inconsistencies, and usability gaps, resolving issues before they could impact end-users. Additionally, we incorporated early user feedback from the live environment to refine messaging, UI elements, and interactions.These efforts ensured the product shipped with high fidelity, low friction, and high confidence across teams.
After launching the product, we continuously monitored usage through tools like LogRocket and Google Analytics. These insights informed several key design updates in Version 2 to streamline the experience and reduce user friction.
Simplified header/banner by removing carousel; added clear copy and contextual FAQs
Updated value proposition messaging for clarity and trust
Introduced a confirmation step in vehicle selection, reducing incorrect contract creation
↓ 40% Fewer incorrect contracts submitted post-iteration
