As part of Affirm’s efforts to improve the Card experience, I led design explorations to address a core usability issue: the app interface didn’t reflect how the card actually worked or how users expected it to work. Research showed that more than half of new users failed their first transaction, often because they didn’t understand that they needed to take action before using the card. I partnered closely with PMs and design leads across the consumer org to explore new ways to structure the interface around user intent. The work focused on bridging the gap between how the card functioned and what users needed to see and do in order to use it successfully.
While I wasn’t responsible for final implementation, my design directions helped shift the conversation and influenced the approach now being tested by the Card team. I pitched these concepts to product and design leadership as clearer, more focused expressions of the user’s goal. This case study reflects how I use UI to think through product problems, challenge long-standing assumptions, and bring forward ideas that help teams reimagine how something works—not just how it looks.