Reimagining a Billion-Dollar Product

Progressive Leasing

In 2017, I joined Progressive Leasing to redesign its flagship financing application, a critical product that had driven the company to over $1 billion in revenue. The existing application, designed for in-store use on iPads, needed a complete overhaul to align visually and functionally with a new mobile app while expanding into e-commerce. The redesign was not a simple update though, it required addressing convoluted workflows, user drop-off points, and layers of complexity inherent in a product used by both consumers and business employees.

Progressive Leasing advertisement with text "No credit needed, pay over time!" and a cartoon woman reading in a chair. Includes a "Get started" button and a "Resume" link.

I conducted extensive user research, including on-site interviews with end-users, store associates, and major retail partners like Best Buy, Mattress Firm, and Zales. This research revealed key pain points, particularly around user comprehension and overly complex application steps, which led to high abandonment rates.

Online form for personal information submission, including name, date of birth, Social Security number, driver's license, and issuing state. Blue section with 'Apply and get instant results' text.
Online shopping cart interface showing items for lease including a 13-inch MacBook Pro and an Empire messenger bag, with a 'Continue to set up payments' button.
Approval notification screen for a $1,500 lease with Progressive Leasing, showing a congratulatory message and a contact number for more information.
User interface displaying payment frequency options including every week, every other week, twice per month, and every month, with 'every week' selected.

Collaborating with various stakeholders, I simplified the loan application process, reduced the number of required steps, and clarified key information upfront to enhance user understanding. Additionally, I supported the onboarding of new lender options, such as TD Bank, to provide broader financing solutions and streamline the approval process.

Progressive Leasing informational screen explaining lease process with a purple banner and text on the left and an 'I understand' button on the right.
Progressive Leasing informational screen explaining how it works.
Progressive Leasing interface explaining leasing terms, emphasizing it's a lease, not a loan, with an 'I understand' button.
Progressive Leasing information screen explaining how it works, including customer satisfaction policy for canceling lease within five days and returning items without charges.
Progressive Leasing information screen showing text "How Progressive Leasing works," lease access info, and "I understand" button.

By aligning the flagship product with the mobile app’s design and simplifying workflows, the redesign delivered measurable results: an 11% increase in conversion rates through improved loan agreement comprehension, and a faster, more user-friendly application process. The redesign not only enhanced the user experience but also strengthened partnerships with retailers and lenders, paving the way for greater adoption and business growth.