Redesigning the self-service portal to a 2000:1 customer-to-agent ratio

Letting customers manage payments, dates, and payoffs without calling in — as CX ticket volume grew with Fig's customer base.

Growth was outpacing CX capacity

Fig was getting more CX tickets as its customer base grew. Fig needed a better self-serve portal so users could manage their own loans — letting customers hit their goal in minutes with independence, while CX saved time and reduced error.

A mobile-friendly portal, transformed over time

The new self-service portal offers a mobile app–like experience that helps users easily navigate across functionalities. Initially, all features were clustered on the homepage, making navigation challenging.

Data-informed design

Through data analysis and user interviews, key improvement areas were identified — starting with the most common customer inquiries.

Loan summaries, autopay, payments, transactions — all self-serve

The new self-service portal introduces functionality including loan summaries, autopay setup, payment management, and transaction updates to help customers manage their loan on their own.