Client:

Credit Direct Limited

Date:

2025

Tools:

Figma  |  Adobe Illustrator

Overview

Sales Toolkit is a mobile application designed for Credit Direct’s field sales agents to seamlessly book and process loans for customers in real-time, regardless of their location. The goal was to digitize and simplify manual loan booking processes, enabling agents to work faster, reduce errors, and improve loan turnaround time.

Problem Statement

Credit Direct’s sales agents relied heavily on manual forms and offline documentation, leading to:

  • Incomplete or incorrect loan data.

  • Delays in processing and approvals.

  • Poor visibility into agent performance.

  • Difficulties tracking customers’ loan status.

Challenge

How might we design a mobile experience that allows agents to confidently book and manage loans on the go — without technical friction?

Objectives

  • Reduce time to complete a loan booking by 50%.

  • Improve data accuracy through form validation and guided input.

  • Enable offline functionality for remote areas.

  • Allow managers to track loan activities per agent.

User Research

I conducted on-site and Virtual interviews with 12 agents across 4 states.

Key Insights:

  • Agents often work in low-network zones.

  • Loan data entry is perceived as complex and repetitive.

  • Agents wanted to track their commissions and targets.

  • There was a desire for digital ID verification and image upload for faster KYC processing.

My Design Process

The design of the Loan Sales Toolkit app involved an iterative and user-centered approach. The key steps in the design process were as follows:

Discovery:

The discovery stage was all about understanding the sales agents’ real problems before designing anything. This helped me see the world from the agents’ perspective so the app could be designed around their needs, not assumptions.

Definition:

I created user personas based on the research findings to represent the different user groups, their goals, motivations, and behaviors. This helped in designing for specific user needs and scenarios.

Information Architecture:

I restructured the flow into key tasks:

  • Customer Creation & Verification

  • Loan Application

  • Document Upload

  • Submission & Tracking

Wireframing and Prototyping:

I created low-fidelity wireframes to visualize the app’s layout and information hierarchy, and to facilitate quick iteration and testing with agents. Focus was on:

  • Minimalist forms

  • Step-by-step flow

  • Large tap targets for outdoor usability

Visual Design:

I applied a visually appealing and consistent design language, aligned with Credit Direct’s branding. Created a clean and intuitive interface, using color schemes, typography, and visual elements that enhance usability and readability in bright outdoor conditions.

Iterative Design and Development:

I collaborated closely with the development team to iterate on the design based on technical feasibility, user feedback, and usability testing results. Regular design reviews and iterations ensured seamless integration of design and functionality.

Personas

Usability Testing

I tested a working prototype with 8 field agents.

Key Metrics:

  • Task success rate: 95%

  • Avg. booking time: 6 mins (down from 14 mins)

  • Error rate: Reduced due to smart validation

Outcome

  • 📉 58% reduction in loan processing errors

  • ⏱️ Cut average loan booking time by 57%

  • 📈 Agent satisfaction score: 8.9/10

  • 🌍 Over 2,000 loans booked via Sales Toolkit in the first 3 months

Key Wins

The Loan Sales Toolkit app had a significant impact on Credit Direct’s loan sales process. The key results and outcomes achieved were as follows:

  • Improved Efficiency: Sales agents experienced increased productivity due to streamlined access to information and automated processes. The app reduced manual paperwork, eliminated duplicate data entry, and optimized the loan sales workflow.
  • Enhanced Customer Experience:  Sales agents could provide personalized loan recommendations quickly and efficiently. Real-time access to loan status updates and transparent communication improved customer satisfaction and reduced response times.
  • Increased Loan Sales: The app empowered sales agents with comprehensive loan information and tools, enabling them to make informed recommendations. The improved collaboration and analytics capabilities resulted in increased loan sales and revenue.
  • Seamless Workflow and Collaboration: The Loan Sales Toolkit app facilitated smooth collaboration and communication between sales agents and other stakeholders involved in the loan process. This led to faster decision-making, reduced bottlenecks, and improved overall efficiency.

An increased loan sales of N6 Billion ($12.5 million) in one month.

Conclusion

The design of the Loan Sales Toolkit app successfully addressed the loan sales challenges faced by Credit Direct Limited. By adopting a user-centered design approach, the app streamlined the loan sales process, enhanced collaboration, and improved the overall customer experience. The success of this case study emphasizes the value of UX design in transforming financial processes and delivering exceptional user experiences.

Next Steps

Iterative Optimization and Updates:

  • Continuously gather user feedback and insights to identify areas for improvement and new feature ideas.
  • Use data analytics to analyze user behavior, identify bottlenecks, and optimize user flows and conversion funnels.
  • Regularly release updates and new features based on user feedback, industry trends, and business objectives.
  • Test new features and optimizations through A/B testing or user testing to validate their effectiveness before wider deployment.