We conducted an in-depth analysis of the existing functionality and gathered as many customer reviews from competitor platforms as possible. Additionally, we consulted with technical support teams and retail store advisors to better understand the credit application process from the inside. Through user interviews and customer surveys, we identified key insights, clustered them into problem areas, and created a detailed customer journey map. This artifact serves as a clear reference for understanding how users interact with the service and where the main pain points occur. It also helps onboard new team members quickly and ensures alignment when improving business processes through design. Once the list of core problems was clearly defined, we moved on to developing the most effective solutions.