Creditspring
2024
Here for when life happens
Empowering UK citizens from all walks of life to understand and take control of their financial well-being.
Overview
What might “financial well-being” mean?
As the Product Designer at Creditspring, I wore many hats—supporting a rebrand strategy, optimising core customer journeys, and developing new product features.
Challenge: How could Creditspring communicate its value proposition, attract new customers, retain existing ones, and drive sustainable growth—all while maintaining trust, clarity, and accessibility?
Problem
Clarity, control, and peace of mind
Brand positioning
Creditspring offers accessible subscription loans for those excluded from traditional lending.
Goal: Create a welcoming, inclusive, and non-judgmental experience.
A monthly subscription model ensures low APR, transparent repayment, and clear eligibility, preventing further debt spirals.
Overall: Creditspring offers a safer and more transparent way to borrow that aims to give users peace of mind.
User research insights
"Creditspring is cheaper than other forms of short term credit I'm using, and it's easy to understand, no interest, and the APR is low."
Creditspring's monthly subscription model offers lower APR/fees, a faster eligibility process, and a clear payment schedule — helping users avoid dangerous debt spirals.
Creative Direction
Building upon the brand strategy & user insights
Supported the Creative Direction for the website and app UI
Set tone for inclusive, approachable brand visuals, aligning product design with overall brand story with the team.
Retention
Forbearance journeys
Optimising critical customer journeys
Co-owned borrowing, sign-up, and forbearance flows.
Passed designs, copy, and journeys to Compliance to meet FCA regulations.
Maintained alignment with design system standards across front and back-office products.
Forbearance journeys: Improving long-term customer outcomes
Redesigned Income & Expenses form to improve customer retention and satisfaction.
Result: Completion rates increased from 32% → 86% in one month, ensuring struggling customers received tailored financial support.
Growth
Creditspring Go
Co-designed 0→1 Membership Perks feature within Creditspring, offering discounts with select retail partners.
Early results: £250K+ revenue since April 2024.
Outcome
Designing for clarity, control & peace of mind
Strategic business impact
Delivered end-to-end design solutions supporting growth, retention, and operational clarity.
Strengthened Creditspring’s brand trust and accessibility, enabling sustainable growth.
Optimised core customer journeys and introduced features that drove measurable revenue and improved compliance adherence.
Long-term impact
Creditspring is now positioned to expand its customer base toward a 5M+ member goal, with scalable design systems, a refreshed brand foundation, and more inclusive, user-centric journeys.
I look forwards to seeing how the lending and fintech space in the UK and US continue to evolve in meeting users' unique needs through inclusive design and community-led storytelling.
