Resume Contact
← Back to cases

MigOne · 08.2021 - 09.2022

B2C lending journeys and back-office product roadmap

Product Manager for B2C lending and back-office products, balancing customer experience, operational efficiency, business goals and regulatory constraints.

S

Situation

Lending and back-office products needed clearer prioritization across onboarding, customer activity, retention, internal workflows and financial product performance.

T

Task

Own strategic product roadmaps while identifying friction points and validating product opportunities across customer-facing and operational journeys.

A

Action

Led discovery, customer journey analysis and roadmap prioritization. Used user research, customer feedback and behavioral data to define UX requirements and validate solutions through prototyping and experimentation.

R

Result

Improved decision quality around onboarding, self-service and internal workflows, creating a stronger product foundation for customer experience, retention and operational efficiency.

Step-by-step

How I approached the roadmap and journey work

The product work connected B2C lending customer experience with back-office efficiency, financial product performance and regulatory constraints.

  1. Mapped customer and operational journeys. Looked at onboarding, application, verification, offer acceptance, servicing and internal back-office steps as one connected system.
  2. Collected friction evidence. Combined user research, customer feedback, behavioral data and internal workflow observations to identify where users and operators were losing time.
  3. Separated customer impact from operational impact. Classified opportunities by UX value, financial product performance, operational efficiency and regulatory sensitivity.
  4. Prioritized roadmap opportunities. Balanced onboarding improvements, retention levers, self-service flows and back-office changes against delivery effort.
  5. Partnered with design and engineering. Defined UX requirements, created prototypes and validated solutions before committing to full delivery.
  6. Connected outcomes to product performance. Used activation, completion, retention, manual workload and friction metrics to evaluate whether roadmap changes improved the journey.

Artifacts

Portfolio artifacts used in the case

CJM

B2C lending customer journey map

Discover

User compares offer, eligibility and trust signals.

Need: Clear value proposition.

Apply

User enters personal and financial data.

Pain: Form friction.

Verify

Identity, documents and risk checks are processed.

Pain: Unclear status.

Offer

User reviews terms, amount, schedule and obligations.

Need: Transparent decision.

Receive

Funds are issued and confirmation is communicated.

Signal: Completion rate.

Service

User manages repayments, questions and repeat activity.

Opportunity: Self-service retention.
SWOT

B2C lending product SWOT

Strengths

Clear customer need, measurable funnel, direct operational feedback.

Weaknesses

Regulatory constraints, manual back-office dependencies, onboarding friction.

Opportunities

Better self-service, clearer status communication, optimized retention loops.

Threats

Drop-off, compliance risk, competitor offers with smoother onboarding.

RICE

Prioritization snapshot

OpportunityImpactEffort
Shorter application flowHighMedium
Status transparencyMediumLow
Back-office queue toolingHighHigh
Ops

Back-office workflow map

Application processing
Data intake Verification Decision queue Manual exceptions User notification
Roadmap

Roadmap themes

Experience

Reduce onboarding and application friction.

Efficiency

Improve internal workflows and exception handling.

Retention

Strengthen self-service and repeat activity journeys.