Lending · Post-launch UX · Optimization

Post-launch UX optimization, scoped as a forward experiment backlog.

A heuristic content-and-flow audit on a shipped Citi debt-snowball product. The output was a forward experiment backlog covering onboarding density, alerts, account linkage, and end-to-end flow integration. The cleanest example in our archive of post-launch retainer-style validation work.

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Project at a glance.

Sub-project	Out of the Red
Timeline	July to October 2019
Outcome	Forward experiment backlog scoped

Approach.

Heuristic audit of the shipped product's content and flow, focused on the four highest-leverage areas: onboarding density (how much information the user has to process before engaging), alerts (which events route notifications and to whom), account linkage (the friction at the moment a user connects their accounts), and end-to-end flow integration (how the four stages of the user journey hand off to each other).

Outcome.

Forward experiment backlog scoped, ordered by impact and scope.
Onboarding density flagged as highest-leverage, with the most measurable downstream impact on activation.
Post-launch retainer pattern documented, the engagement is now a worked example for our Continuous Validation methodology.

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