Mercado Pago launched Personal Loans to let users withdraw cash from their credit line and use it outside the platform. Despite its potential, the feature had low adoption and weak conversion rates.

As Sr. UX Designer, I joined a cross-functional squad to uncover and fix friction in the flow.

We started with an NPS survey and user interviews. Key insights:

• 60% found the loan too expensive

• 21% were just browsing

• 15% didn’t understand how it worked

  
  

We also ran funnel analysis and mapped drop-offs, confirming users lacked urgency and clarity.

Based on this, we:

• Lowered the default loan amount to reduce cost perception

• Improved copy to clearly explain terms and repayment

• Added CTAs across all steps to guide the user

• Framed benefits more clearly, especially for low-intent users

Results

• +300% increase in loan conversion rate

• NPS improved as clarity and confidence increased

• Simulator engagement rose from 28% → 61%

• Final-step clicks doubled from 11% → 24%

This project showed how targeted UX changes—grounded in research—can drive major impact in fintech growth.