Anubhab Bora

Getting a loan: Conducted multiple user research on the entire loan process to understand the gaps and point points. Re-structuring the entire journey to address the problems and gracefully handling all the edge cases.
The impact: 30% more applications, 20% less drop off and 10% more loan disbursals.

Repeat loan: An intuitive and faster flow for users coming for loan for the second time.
The impact: Increased Approval to Disbursal from 24% to 29%, daily gross disbursal amount by 33.5%, and gross ATS by 19.2%.

Repaying the loan: An entirely new, really delightful post-purchase experience. This changes how our borrowers interact with their loan and Top-up offers. The insights were not only collected from users but also from call agents.
The impact: The new design drastically reduced customer calls and improved EMI payments on time.