Overview

Borrowers using the PatientFi platform were experiencing confusion and friction when trying to make loan payments or view statements, as these actions redirected them to a third-party servicing site—Launch Servicing. This created a fragmented experience that weakened brand trust and made borrowers uncertain about where to go to manage their loans.

To solve this, PatientFi initiated a cross-functional effort to bring Launch Servicing functionality directly into the PatientFi borrower portal via an API integration. The project evolved through collaborative UX design sessions between Product, Design, and Development to create a unified, transparent, and intuitive borrower experience.

Problem

Borrowers were confused about where to make payments. Redirecting them from the PatientFi portal to a third-party site (Launch Servicing) created friction, brand disconnection, and reduced trust in the payment process.

Goal

Eliminate redirects by integrating all Launch functionality directly into the PatientFi platform through a new API connection.

Discovery & Research

We reviewed user feedback, Launch portal walkthroughs, and borrower support tickets to identify key friction points:

• Multiple redirects between systems

• Unclear balance terminology (“Total” vs. “Cumulative”)

• Lack of transparency around deferred interest and fees

Design Approach

We focused on unifying the borrower experience and improving financial clarity while maintaining legal transparency.

Key UX improvements:

• Reframed balance terminology to improve comprehension.

• Introduced breakdown modals for multi-loan and deferred-interest scenarios.

• Streamlined recurring payment and autopay setup with a clear CTA.

• Enhanced one-time-payment option.

• Added tooltips and contextual help for terms like deferred interest.

Cross-Functional Collaboration

• Product & Legal Balanced: Compliance and clarity in balance presentation.

• Engineering Explored API: Feasibility to prevent servicer changes from breaking integration.

• Business Aligned: The solution with PatientFi’s branding and data ownership goals.

Impact

• Seamless, on-platform borrower payments — no third-party redirects.

• Unified design system and improved trust through consistent branding.

• Increased borrower transparency and engagement.

• Foundation for future scalability with new servicers.