Many borrowers struggled with missed payments and defaults due to financial difficulties. Lenders needed a way to offer flexible repayment options without increasing risk. Previously, loan restructuring was manual, time-consuming, and inconsistent, leading to frustrated borrowers and rising non-performing loans (NPLs).

For borrowers struggling with repayments, restructuring a loan should be seamless. Instead, the process was frustratingly slow and inefficient, causing:

❌ High default rates: Without a structured approach, many borrowers missed restructuring opportunities and defaulted entirely.

❌ Poor customer experience: Borrowers had no transparency on their request status, increasing dissatisfaction.

❌ Revenue loss for lenders due to increased loan delinquency.

Create a seamless restructuring request process to facilitate flexible repayments and retain more users.

Product Manager I led discovery, mapped restructure journeys, and worked with design/dev to deliver a usable, scalable solution.

·Figma · Linear · Miro · Google Sheets

Facilitated workshops with product and support teams

Mapped customer pain points into feature flows

Defined success metrics and prioritised MVP features

Created detailed wireframes and supported dev handoff

Ran usability testing, gathered feedback, and iterated pre-launch

📉 Default rates dropped by 30% due to faster intervention.

😊 Customer satisfaction increased to 85% with improved transparency.

⚡ Loan recovery rates improved by 20%.