Designing a Clearer Loan Offer Experience

After a company-wide rebrand, it was time to advance our offers experience and give the user more clarity, control, and understanding over what loan they should choose.

The offers page is one of the most important moments in the customer flow for Best Egg. The user is excited that they’ve been approved and can choose a loan that can help them along on their financial journey. However, the current experience creates heavy friction for the user.

• Loan details were difficult to compare
• Only two loans could be viewed together on mobile (60% of our users apply on mobile)
• Trust signals were weak at a high-stakes financial moment
• It was difficult to scale design to accompany multiple product lines

These issues resulted in 40% drop off rate between offers page and verification next steps, and increasing customer support questions for our agents.

We combined user research, customer feedback, and competitive analysis to understand where borrowers struggled and how best-in-class financial products approached similar decisions.

• Users think in monthly payments; let's make this clear up front
• Simplify the interface and prioritize the information users actually use to decide.
• Instead of overwhelming users, competitors reveal deeper financial details only when needed.

We elevated the monthly payment to the primary element.

• 12% increase in loan offer acceptance
• 7% decrease in support inquiries related to loan terms
• 9% increase on month-to-month loan originations

• Financial products require clarity above all, designing for financial decisions means prioritizing confidence and comprehension.
• Small hierarchy changes drive big impact, elevating the monthly payment dramatically improved decision speed.