Turning Complexity into Confidence
The UX Behind Loan Refinance
Redesigned how users interact with NFT-backed loans by introducing a refinance feature that balances blockchain logic with human-centred design. The focus wasn’t only on enabling new functionality, but on translating complex mechanics into an experience users could trust, understand, and act on confidently.
My Role: UX Designer Duration: 3 months
Other Teams: Product, DEVs, Business, Data
01. Context
Zharta’s lending platform lets users borrow crypto using digital assets as collateral, with full transparency and no forced liquidations. Initially borrowers couldn’t modify active loans — the only way to change conditions was to repay and request a new one.
Loan Refinance goal was to solve this by introducing a feature that allowed users to extend or adjust their loans — giving them the confidence and control they needed to stay engaged longer.
02. Challenge & Goals
We needed to design a refinance flow that:
Was only available under certain blockchain conditions (not always possible).
Was only available under certain blockchain conditions (not always possible).
Communicated new terms clearly and transparently.
Made refinance feel empowering, not complicated.
03. Discovery & Research
Mapping the Borrower Journey
We analyzed the full loan lifecycle to identify where refinance should naturally appear:
During loan health checks, when users assess risk or value.
At repayment moments, when refinance can replace full repayment.
After market changes, when users can benefit from better loan conditions.
This mapping ensured refinance appeared only when it was contextually useful and technically viable — avoiding false expectations.
Benchmark & Industry Review
We studied competitors who offered similar capabilities.
Key takeaways included:
Existing refinance UIs were often cluttered or deeply technical.
Successful examples were interactive, allowing users to test scenarios.
Clear cost breakdowns built trust.
Our design direction: clarity — guide users step-by-step, rather than exposing raw blockchain complexity.
04. UX Strategy & Design Principles
We defined the refinance flow as a guided simulation — helping users understand both the why and how before committing.
Design Principles
Transparency builds confidence – always show what changes and why.
Action through education – explain without overwhelming.
Consistency creates trust – reuse familiar patterns from other loan flows.
05. Prototyping & User Validation
We tested early wireframes with real users to validate comprehension and perceived trust.
Key insights:
Users wanted reassurance that refinance was safe and didn’t risk their collateral.
They appreciated clear “before vs. after” comparisons of loan terms.
Tone of voice mattered — technical jargon made users anxious; guiding language built trust.
These insights led to iterations that simplified copy, refined hierarchy, and strengthened visual focus on cost transparency.
06. UX Evolution
As we refined the experience, we aligned with product and engineering to balance technical feasibility and UX intent.
We decided to display refinance selectively — visible only when conditions allowed it — to avoid frustration and false expectations.
This adaptive logic created a more context-aware experience, surfacing refinance only when it benefited the user and the protocol.
07. Delivery & Design QA
Once design was approved we prepared detailed design documentation for engineering:
Complete handoff file with all screens and possible flows
Screen-level annotations for default view and available actions.
Detailed design specs for every new component
08. Outcome
The Loan Refinance feature empowered users to manage their loans more confidently — extending their borrowing relationship without leaving the platform.
It reinforced Zharta’s value proposition of control, transparency, and flexibility, while introducing a scalable framework for future borrower-driven actions.
09. Reflection
This project reinforced how design can create alignment — translating technical complexity and business goals into clear, user-centered decisions.
It wasn’t just about introducing a new feature, but about designing a framework for trust: one that balances protocol logic, user empathy, and long-term flexibility.
By leading the process from insight to validation, design became the connective tissue between strategy, technology, and user experience — proving its role as both a problem-framer and a catalyst for product evolution.