Polina Karpova

Alfa-Bank / Credit products / Shipped

Finding and downloading loan documents

Making credit agreements accessible in the banking app and web, with fewer reasons to contact support.

My roleResearch, UX/UI and delivery
PlatformsiOS, Android and web
ReleaseEarly 2025
Outcome~10,000 fewer inquiries/month

01 / Problem

The problem

Customers needed credit agreements and related files, but could not retrieve them directly from the app or web banking. They had to request documents through the contact center.

The goal was self-service access across credit products. Older agreements that were missing or incorrectly stored still required manual processing, so the design could not assume that every file would be available immediately.

02 / Research

What we learned in research

In the first research round, we expected customers to look for contracts in their profile. Instead, they consistently went to the relevant credit product.

Customers looked for the agreement on the loan page. I used that finding to choose the entry point.

A second round supported placing documents on the credit product screen and also showed that customers used the app’s global search to look for contracts.

03 / Design

The final flow

I placed access to documents within the credit product, with clear file names and formats. I also designed access through global search, supporting customers who preferred to search instead of navigating.

Document entry points within the loan product.
Document entry points within the loan product.
  1. Documents sit within the loan screen, where customers looked for them in research.
  2. The entry point also works in the longer product layout.
A document list with individual files and a download-all action.
A document list with individual files and a download-all action.
  1. Separate file names help customers choose the document they need.
  2. Download all saves customers from opening each file individually.
The search route: find agreements, choose a product and access its documents.
The search route: find agreements, choose a product and access its documents.
  1. Search provides another route to agreements.
  2. Customers choose the relevant product before opening its files.
  3. The document list ends with a download-all action.

How the customer gets a document

  1. Open a loan or use search

    Documents are available in the product context and through a search for agreements.

  2. Choose the agreement

    The list separates products and includes active and historical agreements where available.

  3. Download the files

    The customer can select a document or download the available files together.

Working through the iOS flow

I prepared the paths across credit products, file actions, error states and component variations for implementation.

iOS design flow across loan types, search, document actions and error states

swipe →

Working design file. Open the image to inspect the full flow.
  1. Product screens define where the document journey starts.
  2. The design covers document access across different credit products.
  3. File actions and alternative states are included in the handoff.

04 / Delivery and outcome

Delivery and results

I took the work through research, flows, UI specifications and implementation support, working with leads, developers and analysts across mobile and web.

~10,000

fewer contact-center inquiries per month following the document-access launch.

The feature also created a foundation for extending document access to more banking products.

Related pattern

Saving and sharing the files

This project also required work on the file-action sheet. I defined its actions and states with developers, including the Android team.

Read the design-system case