Streamlined auto loan workflow
Upstart · Q4‘24 – Q1’25 · Lead product designer
Upstart is an AI powered consumer lending company
B2B · B2B2C
Background
Following Upstart’s acquisition of Prodigy, the company integrated Prodigy’s retail vehicle shopping platform with Upstart’s auto loan technology. The resulting B2B2C product offered powerful functionality but delivered a fragmented experience — users had to navigate between two stitched-together systems to complete a single loan process.
Problem / Solution
Dealers and borrowers frequently exited and re-entered the platform to submit credit applications, review or edit lending offers, and finalize paperwork. There was no visibility into loan funding status, and even minor contract changes triggered new offers without notification — forcing users to restart deals from scratch.
I led a full redesign to unify these workflows within one seamless experience. The new design introduced:
✺ A loan funding progress tracker for clear status visibility
✺ Real-time offer update alerts during pre-contract editing.
✺ Support for two distinct user workflows to better align with dealer operations.
✺ Streamlined steps to reduce redundant actions and context switching.
Impact
The unified experience significantly improved efficiency and user satisfaction — resulting in a 30% increase in funded loans post-launch, faster time to funding, higher platform adoption, and reduced support tickets and training requirements.
Single email loan access
Upstart · Q1 – Q2’25 · Lead product designer
Upstart is an AI powered consumer lending company
B2C
Background
Borrowers funding a loan with Upstart faced unnecessary friction. They had to verify their email before signing paperwork, and if they had previously used that email with another Upstart product, such as a personal loan, they couldn’t reuse it. Over 8% of users were blocked from completing their loan, leading to lost revenue and frustration for both borrowers and dealerships.
Problem / Solution
I led the redesign of the loan closing flow to simplify identity handling. The new experience allowed borrowers to use a single email across all Upstart products and removed email verification at the dealership, creating a faster and more intuitive process.
Impact
The updated flow eliminated key barriers, enabling quicker loan closings and a smoother borrower experience. Conversion rates increased by 10%, reducing friction and recovering lost revenue opportunities for Upstart and its dealership partners.
Offer editing + vehicle swapping
Upstart · Q4‘24 · Lead product designer
Upstart is an AI powered consumer lending company
B2B · B2B2C
Background
In Upstart’s auto lending platform, finance managers needed the flexibility to tailor loan offers for each borrower. However, the existing offer editing experience was buried under tabs and dropdowns, lacked feedback, and often resulted in confusing error states. Only about 15% of users who viewed an Upstart offer attempted to edit it, compared to nearly every deal on competitor platforms.
Problem / Solution
Finance managers struggled to see how changes to terms affected the overall loan, making them hesitant to engage with Upstart offers. I initiated and led the redesign of the offer editing experience to bring transparency and control to the forefront. Editing actions were surfaced inline, validation became immediate and clear, and users could preview recalculated offers in real time. The new layout highlighted rate and term relationships, making the financial impact of each change visible and intuitive.
Impact
Editing usage jumped from 15% to 70%, giving customers more personalized and competitive options while boosting funded loans.
Background
Pex’s internal Webadmin tool powers client account management for its B2B platform, Pex Discovery, used by major music rightsholders like Sony, Universal, and Warner. It allows sales and client reps to create accounts, manage users, and configure contract settings.
Problem / Solution
As Pex introduced new pricing models and experienced rapid client growth, the existing Webadmin could not scale:
✺ Contract creation and editing were error-prone and unintuitive
✺ Auditing was difficult, leading to frequent mistakes
✺ Customer status and billing were often misaligned
✺ Power users had to rely on undocumented workflows and internal know-how
I redesigned Webadmin to provide flexible, customizable contract management with an intuitive information architecture, clear terminology, and built-in auditing tools. The new design streamlined workflows from sales closing to client onboarding, reducing manual handoffs and communication friction.
Impact
The redesigned Webadmin drove a 25% increase in monthly recurring revenue, reduced contract errors and related bug reports by 40%, and saved the sales and operations teams around 10 hours per month.
Servicing and maintenance hub
Toyota· Q2’20 · User experience designer
Toyota is the world’s best selling automotive brand
B2C
Background
Toyota vehicle owners were consistently confused about their warranty coverage, expiration dates, and upgrade options. Research revealed over 60% didn’t know what was covered on their current plan, over half didn’t know their expiration date, and 75% were unaware Toyota offered extension plans.
Problem / Solution
Toyota needed a clear way to surface warranty details and introduce a new upgrade option available for any vehicle at any mileage. I led the design effort, mentored a junior designer, collaborated with a senior visual designer, and partnered with product, engineering, analytics, and SEO teams to create a streamlined maintenance hub with a personalized plan recommendation feature.
Impact
The new experience simplified warranty information for owners and successfully promoted Toyota’s upgrade offering. As a result, Toyota saw warranty upgrade sales increase by over 6% quarter over quarter.